Customer Service Excellence Representative

Job description / Role

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 communication channels.
• Provide accurate information about clinic services, appointment availability, care protocols, and treatment options.
• Educate patients on clinic programs, available packages, and doctor specializations to enhance their understanding of care options.

Appointment coordination

• Schedule, reschedule, and confirm patient appointments in coordination with clinic operations.
• Proactively manage cancellations and follow-ups to optimize clinic schedules and minimize no-shows.
• Ensure efficient time slot allocation based on patient needs and doctor availability.

Problem resolution

• Address and resolve patient concerns and complaints professionally and efficiently.
• Escalate complex issues to the appropriate department or management as needed.
• Ensure all interactions are logged and tracked in the clinics CRM system for follow-up and reporting.

Technical & CRM competency

• Utilize the clinic’s CRM software efficiently to manage patient records, track leads, and optimize appointment scheduling.
• Maintain accurate and up-to-date patient records within the system, ensuring easy access to information.
• Demonstrate technical proficiency with digital tools and software used for appointment booking, patient tracking, and follow-ups.

Administrative support

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

Key performance metrics

• Patient satisfaction & retention – ensuring high levels of service that encourage repeat visits.
• CRM & data accuracy – maintaining clean, organized, and up-to-date records in the patient database.

Requirements

• Proven experience (2-3 years) in a patient coordination, sales, or customer service role within a healthcare or wellness setting.
• Strong knowledge of CRM systems and appointment booking platforms.
• Excellent communication and interpersonal skills, with the ability to build relationships with patients.
• Knowledge of healthcare programs, insurance policies, and treatment plans is preferred.

Qualifications:

• Native-level proficiency in English (Arabic is a plus)
• Bachelor’s degree
• Prior experience in customer service, preferably in a healthcare or call center environment
• Knowledge of healthcare processes and patient care is an advantage