Client Services Specialist (Permanent) - Riyadh, Saudia Arabia

📅 Key Responsibilities / Accountabilities

🗓️ Appointments

• Handle appointment bookings, confirmations, cancellations, and rescheduling.
• Attend to telephone inquiries.

📞 RCO (Request Call Out)

• Send call requests via system for physician follow-up.
• Inform supervisors if the same call request has been sent multiple times to a doctor.
• Prepare and send daily and weekly RCO reports to Call Center Supervisors.

🔁 Rescheduling / Cancellation

• Return calls based on IVR system feedback for rescheduling.
• Notify patients of clinic closures and offer alternative appointments.

✅ Quality Assurance

• Log patient complaints through the Continuity Of Care (COC) system.
• Create and forward daily COC reports to supervisors.

👥 Other Responsibilities

• Fill in for absent team members during high call volumes.
• Follow company policies and communication protocols.
• Assist supervisor with administrative duties.
• Guide and orient new staff as part of onboarding.
• Participate in person-centered care and enhance patient experience with respect and dignity.
• Perform additional tasks as assigned per skills and knowledge.