Contact Center Agent at Taiba Hospital

Sabah Al Salem, Mubarak al-Kabir Governorate, Kuwait -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

0.0

Posted On

26 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Call center operations, Data entry, CRM, HIS, Microsoft Office, Communication, Problem solving, Active listening, Documentation, Conflict resolution, Time management, Attention to detail, Empathy, Multitasking

Industry

Hospitals and Health Care

Description

Job Title: Contact Center Agent Job Code: CCA-001 Grade: A5 Department: Patient Access Services Your Impact ≥ 90 % first-call resolution rate within defined service levels ≥ 95 % customer satisfaction score 100 % accurate call documentation & data entry What you will do Inbound & Outbound Support: Handle calls, emails, and chats professionally; follow approved scripts and scenarios. Patient Guidance: Provide accurate information on clinics, schedules, services, and hospital policies. Issue Resolution: Resolves inquiries, complaints, and service requests; escalates complex cases appropriately. Emergency Communication: Announce emergency codes clearly and promptly when required. Problem Solving: Listen actively, identify solutions, and follow up until resolution is achieved. Data Entry & Documentation: Record all interactions accurately in the HIS; maintain up-to-date patient records. Compliance & Confidentiality: Adhere to hospital policies, data-protection standards, and confidentiality requirements. Team Collaboration: Collaborate with Patient Access, clinical, and support teams to deliver seamless service. How success is measured High first-call resolution and call-quality scores Accurate, error-free system documentation Consistent adherence to scripts, policies, and KPIs Positive patient feedback on tone, clarity, and empathy Zero patient-confidentiality breaches You will thrive here if you have… Diploma or Bachelor’s degree in healthcare, administration, or related field 1–3 years of experience in a call center or customer service role Fluency in English & Arabic (spoken & written) Strong CRM, HIS, and MS Office skills (Outlook, Excel, Word, PowerPoint) Calm, empathetic communication under pressure Reliability, punctuality, and attention to detail Competencies we value Communication – Clear, professional, empathetic interactions Client Focus – Delivering a positive patient experience every time Attention to Detail – Accurate data capture and documentation Teamwork – Cooperative and supportive collaboration Adaptability – Flexibility in a fast-paced contact-center environment Values & Ethics – Respect, confidentiality, and integrity Ready to be the voice of care? Apply now and become the first point of contact that reflects Taiba Hospital’s commitment to clarity, compassion, and quality.

Responsibilities

The Contact Center Agent will handle inbound and outbound patient communications, including calls, emails, and chats, while providing accurate information regarding hospital services and policies. They are responsible for maintaining precise patient records in the HIS and ensuring high-quality service through effective issue resolution and professional documentation.