Call Center & Scheduling Officer

Provides a professional point of contact for patients and visitors who need information, appointments or assistance with services. The Call Center and Scheduling Officer handles communications across available channels, records interactions and coordinates bookings accurately. It supports customer satisfaction through prompt responses, follow-up and coordination with clinical and administrative departments.

Key Responsibilities

• Handle inbound and outbound calls, emails, live chats, surveys and other approved channels.
• Respond within service expectations and provide accurate information about services and procedures.
• Create and update customer records and document interactions under standard procedures.
• Schedule appointments by confirming patient, provider, date, time and booking details.
• Follow up with customers through callbacks, reminders and resolution of enquiries.
• Address complaints professionally and escalate complex matters to senior colleagues.
• Monitor KPIs and prepare reports on bookings, call activity, trends and customer feedback.

Requirements and Qualifications

A background in customer service, call-centre operations, reception or healthcare scheduling is suitable. The role requires clear spoken communication, accurate data entry and confidence with booking or customer-management systems. The ability to manage a busy call queue while maintaining a helpful manner is important.

Skills and Competencies

• Call handling
• appointment scheduling
• customer service
• CRM or booking systems
• complaint resolution
• data entry
• KPI monitoring
• patient communication

Role Expectations

Important details should be confirmed before an appointment is finalised, and clinical advice must not be given beyond the role's scope. Confidential information should be handled discreetly and urgent concerns escalated. Reliable follow-up and accurate notes reduce missed appointments and improve the patient experience.

The employee should maintain professional standards, follow workplace and information-handling procedures, and cooperate with colleagues to meet service priorities. Tasks should be completed within the approved scope of the position, with questions or exceptions referred to the responsible manager. Dependable attendance, clear communication and a willingness to learn support consistent performance.