Call Center Representative – Patient Care Coordination

About the role

We are looking for a Call Center Representative to join My Clinic in Jeddah. The role serves as the primary point of contact for registered patients, guiding them through every step of their care journey—from enrollment to post‑service follow‑up. You will ensure a seamless, compassionate experience across phone, email and approved digital channels.

Key responsibilities

• Handle inbound and outbound calls, system‑generated follow‑ups and digital communications with patients.
• Assist patients with enrollment, appointment scheduling, service booking and general inquiries.
• Proactively confirm appointments, test readiness and post‑service needs, identifying and addressing gaps in care.
• Accurately schedule, reschedule or cancel appointments in line with clinic policies and medical guidelines.
• Document all interactions, requests and outcomes in the designated systems while maintaining data confidentiality.
• Deliver a respectful, professional patient experience and manage concerns according to escalation procedures.
• Meet performance indicators related to patient engagement, quality scores and satisfaction metrics.
• Collaborate with clinical, operations and support teams to resolve patient needs efficiently.

Required profile

• Excellent verbal and written communication skills in English.
• Strong empathy, professionalism and a patient‑first mindset.
• Ability to work in a fast‑paced call‑center environment.
• Attention to detail and commitment to data privacy.

Required skills