Job Description
Position Overview
We are seeking a highly organized, performance-driven, and patient-service–focused professional to head our Call Center and Reception departments. This individual will lead a team of six call center agents and four receptionists, ensuring seamless patient experience from lead conversion to clinic registration. The role requires strong leadership, excellent communication skills, data-driven decision-making, and the ability to work closely with the Marketing Department, Doctors, and Operations Manager to improve departmental productivity, service quality, and patient satisfaction.
Key Responsibilities
Call Center Management
Supervise, train, and monitor a team of call center agents handling patient inquiries and appointment bookings.
Ensure effective management of marketing leads and maximize conversion into confirmed appointments.
Set and monitor KPIs such as conversion ratios, call quality, call volume, and follow-up effectiveness.
Regularly review call recordings, reports, and dashboards to identify training needs and process improvements.
Work closely with the Marketing Department to align on lead quality, volume, and feedback loops.
Reception Management
Supervise and monitor the front desk team responsible for patient registration, check-in, and check-out processes.
Ensure smooth patient flow, courteous service, and adherence to clinic SOPs.
Set and monitor KPIs for reception staff including review collection, patient wait times, accuracy of registrations, and service quality.
Identify and implement process improvements for greater efficiency and patient satisfaction.
Doctor Scheduling & Coordination
Liaise with doctors monthly to confirm and update their upcoming schedules in the system.
Manage schedule changes due to vacations, emergencies, or leaves and communicate them promptly to call center and reception staff.
Ensure real-time accuracy of schedules in the booking system to avoid patient inconvenience.
Reporting & Administration
Prepare and submit departmental performance reports as requested by the Operations Manager.
Provide actionable insights on lead conversion, call performance, and reception service quality.
Ensure compliance with clinic policies, procedures, and regulatory requirements.
Undertake additional duties assigned by management to support overall clinic operations.
Key Performance Indicators (KPIs)
Call Center:
Lead-to-appointment conversion ratio
Daily/weekly call volume per agent
Call quality (measured via audits and feedback)
No-show reduction through proactive follow-ups
Reception:
Patient check-in/check-out accuracy
Positive patient reviews collected
Average patient wait time
Registration and billing error rates
Requirements
Bachelor’s degree in Business Administration, Healthcare Management, or related field.
Minimum 5 years of experience in call center or reception management, preferably in healthcare.
Strong leadership and people management skills with proven track record in handling teams.
Excellent knowledge of KPI tracking, reporting, and performance improvement.
Proficiency in CRM/EMR systems and MS Office (Excel, PowerPoint, Word).
Strong communication skills in English; Arabic/Hindi/Tagalog an advantage.
Ability to multitask, handle pressure, and deliver results in a fast-paced clinic environment.
What We Offer
Competitive salary package
Performance-based incentives
Opportunity to work in a leading multi-specialty clinic in Dubai
Professional growth and development opportunities
