Customer Service Excellence Representative - Native English Speaker

Job title: Customer Service Excellence Representative

Reports to: Clinic Operations & Nursing Manager

Location: Dubai, Jumeirah 1, UAE

Job Summary:

GluCare Integrated Diabetes Center is seeking a dedicated and customer-focused Customer Service Excellence Representative passionate about delivering excellent patient care and thriving in a dynamic healthcare setting, to join our team. The ideal candidate will serve as the first point of contact for patients, providing exceptional service through phone, email, and other communication channels. This role requires strong interpersonal skills, a patient-centered approach, and the ability to handle inquiries efficiently in a fast-paced healthcare environment.

Key Responsibilities:

Patient Communication:

• Respond promptly and professionally to patient inquiries via phone, email, and other channels.
• Provide accurate information about clinic services, appointments, and care protocols.

Appointment Coordination:

• Schedule, reschedule, and confirm patient appointments in coordination with clinic operations.
• Proactively manage cancellations and follow-ups to optimize clinic schedules.

Problem Resolution:

• Address and resolve patient concerns or escalate complex issues to the appropriate department.
• Ensure all interactions are logged and tracked in the clinic's CRM system for follow-up and reporting.

Patient Experience:

• Uphold the highest standards of customer service, ensuring a seamless and positive experience for all patients.
• Solicit feedback from patients to identify areas for service improvement.

Administrative Support:

• Maintain up-to-date records in the patient management system.
• Assist in generating and distributing patient-related communications, including reminders and follow-up notices.