Operator Agent

Job Title: Operator Agent

Department: Contact Center – Patient Services

Reports To: Contact Center Supervisor / Contact Center Specialists

Role Purpose

The Operator Agent is responsible for managing all inbound and outbound communication through the hospital’s contact center. This includes answering phone calls, scheduling appointments, transferring calls, and handling emergency code calls in a professional and timely manner. The Operator plays a vital role in delivering a seamless patient experience by providing accurate information, ensuring smooth communication, and supporting hospital operations 24/7.

Key Responsibilities:

Call Management and Patient Communication

• Answer incoming calls promptly and professionally using bilingual communication (Arabic/English).

• Transfer calls correctly to relevant departments or personnel.

• Manage paging systems and emergency calls efficiently, following protocol.

Appointment Coordination and System Updates

• Schedule, reschedule, and cancel appointments per policy and physician availability.

• Verify patient and insurance information and ensure data accuracy in the system.

• Follow up with patients for appointment confirmation and call-back requests.

Documentation and Reporting

• Accurately document all interactions using the appropriate wrap-up codes.

• Update patient information in relevant systems and CRM tools.

• Report complaints, incidents, and trends to the Contact Center Supervisor to support service improvement.

Information Provision and Support

• Offer accurate information about hospital services, physicians, and departments.

• Provide assistance to patients requiring help with calls or emergency contacts.

• Maintain up-to-date knowledge of hospital resources and directories.

Skills & Qualifications

Essential Minimum Requirements:

• High School Diploma or equivalent

• Diploma in administration or a related field

• Minimum 1 year of contact center or customer service experience

• Proficient in both Arabic and English (verbal and written)

Desired Experience and Education:

• Bachelor’s degree in a relevant field is an advantage

• Experience in a healthcare contact center is preferred

Technical Competencies:

• Intermediate to advanced computer skills (MS Office, Outlook, Avaya systems)

• Ability to manage multiple tasks in a fast-paced environment

• Strong communication skills and professional telephone etiquette

• Familiarity with medical terminology is a plus