Customer Service Agent


• The incumbent will be responsible to provide high quality customer services and
ensure a smooth patient flow in the health Centre
• Treat patients courteously and with respect; and provide patients with accurate
• Maintain smooth, organized, and orderly flow of patients moving in and out of PHCC’s
• Guide patients and visitors to appropriate areas in the health Centre
• Receive and register patient queries, concerns, and complains, and assist in resolving
concerns in an appropriate manner in accordance with PHCC policies & procedures
• Follow up with the respective departments regarding the patient complains
registered in the Datix system and ensure complains are resolved and closed as per
PHCC policies and procedures.
• Document accurately patient interactions and deliver to the relevant personnel, in a
timely manner.
• Educate patients about PHCC’s provided healthcare programs, procedures, and
healthcare services.
• Collect and document patient demographic information into the Cerner/Datix
systems as per requirement
• Support the daily activities of the registration area and develop statistical quality
assurance report including, the waiting time of a patient, registration speed, etc.
• Assist the registration clerks as necessary to ensure effective and efficient customer
services are provided.
• Receive and register patient queries, concerns and complains, and assist in resolving
concerns in an appropriate manner in accordance with PHCC policies & procedures.
• Escalates the complaints to the customer service Lead if required.
• Supports the call Centre team by providing necessary information as much as possible
when required.
• Adhere to the requirements of the PHCC health and safety guidelines.
• Understanding and adhere to emergency preparedness plans / policies.

Experience and Education:

• Minimum of 2 years in an office assistant/customer service or a similar role.
• High level of proficiency in the English and Arabic Language
• Strong Interpersonal skills
• Personal drive, commitment and being a self-starter.
• Prioritizing workload and meeting tight deadlines with high quality output.
• Good Computer skills, i.e. Word, Excel, outlook.
• Organized and Multi-tasking skills
• Ability to work effectively with a variety of groups
• Customer Oriented

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