Key Duties & Responsibilities: 
Patient Communication: Answer incoming calls promptly and professionally, providing accurate and empathetic
 responses. Handle outbound calls for follow-ups, reminders, and patient feedback.
 Appointment Management: Schedule, confirm, and reschedule appointments using the clinic’s system. Coordinate with doctors, nurses, and other departments to manage patient bookings.
 Information & Guidance: Provide patients with clear information on IVF procedures, treatment steps, pricing, and packages (without giving medical advice)
 Direct complex medical questions to the appropriate healthcare professional.
 Complaint Handling & Escalation: Address patient concerns politely and effectively, escalating issues when necessary. CRM & Data Management:
Ensure confidentiality of patient information as per data protection policies.
 Performance & Quality Standards: Meet daily/weekly KPIs for call handling, response time, and patient satisfaction.
 Follow the call scripts and quality assurance guidelines of the clinic
 Required Skills & Competencies: 
Excellent communication and interpersonal skills (Arabic & English preferred).
 Strong listening skills with empathy and professionalism.
 Ability to handle high call volumes and multitask efficiently. 
basic knowledge of medical terminology related to gynecology, fertility, and IVF (training provided).
 Computer literacy (CRM systems, MS Office).
 Stress management and problem-solving skills. 
Qualifications:
 High school diploma or equivalent; Bachelor’s degree is a plus. 
Minimum 1-2 years of experience in call center or customer service, preferably in healthcare or IVF clinics. 
Familiarity with patient communication standards and confidentiality protocols (HIPAA or local equivalent).