Customer Service Specialist for Dental Center (Agouza branch)

Job Description

Al Fawzy Dental is hiring Customer Service Specialist for night shift both genders for Agouza branch.
Days off : Friday
Age : 25 - 35

Job Benefits:

1-Bonus and incentives are applied quarterly on overall income.
2-Paid social insurance.
4-Paid overtime exceeding shift hours.

Job role:

Patient Communication: Responding to patient inquiries via phone, email, WhatsApp, social media, and other communication channels in a professional and timely manner. Providing accurate information about dental services, available dentists, clinic schedules, and general procedures.

Appointment Management: Scheduling, confirming, rescheduling, and cancelling dental appointments while maintaining an accurate and organized appointment calendar. Contacting patients to confirm upcoming appointments and following up on missed or cancelled appointments.

Patient Registration & Records: Registering new patients and maintaining accurate and up-to-date patient information in the CRM or clinic management system while ensuring confidentiality of patient data.

Patient Follow-Up: Following up with patients regarding appointment reminders, scheduled visits, treatment plans, and post-treatment care instructions as directed by the dental team. Seeking patient feedback and addressing any concerns or issues in a timely manner.

Patient Support: Assisting patients with general information regarding treatments, costs, payment options, and available offers in accordance with the dental center's policies. Referring medical or clinical questions to the appropriate dental professional.

Complaint Handling & Problem-Solving: Addressing patient concerns, complaints, or conflicts professionally and working toward appropriate and timely resolutions. Escalating complex cases when necessary and collaborating with the dental team to resolve any challenges that may arise.

Team Collaboration: Collaborating with dentists, dental assistants, hygienists, reception staff, and the office manager to ensure a smooth workflow and positive patient experience. Communicating effectively with dental professionals regarding patient needs, appointments, and schedules.

Multitasking & Organization: Handling multiple responsibilities simultaneously, including answering calls, responding to messages, scheduling appointments, following up with patients, and completing administrative tasks while maintaining accuracy and efficiency.

Patient Experience & Satisfaction: Maintaining a high standard of customer service throughout the patient journey. Collecting patient feedback and identifying opportunities to improve patient satisfaction and the overall experience at the dental center.

Performance & Service Standards: Meeting established customer service KPIs, including response time, appointment confirmation, follow-up completion, and patient satisfaction targets.

Confidentiality & Compliance: Maintaining patient confidentiality and complying with the dental center's policies, procedures, privacy requirements, and professional standards.

Professionalism: Upholding the professional reputation of the dental center by maintaining a courteous, respectful, and professional attitude when interacting with patients, colleagues, and dental professionals.

Job Requirements

Job requirements for this position:

Age : 25 - 35

English fluency is a must plus other languages is a preferred requirement.

Education and Training: Bachelor degree is typically required.

Communication Skills: Excellent verbal and written communication skills. Ability to communicate effectively with patients, dental professionals, and other staff members.

Customer Service: Strong customer service skills to create a positive experience for patients. Ability to handle patient inquiries, schedule appointments, and address concerns in a professional and friendly manner.

Previous experience in customer service, healthcare, dental clinics, medical centers, or hospitality is preferred.