Call Center Agent

Job Description

Position Summary

New Leaf Medical Complex is seeking a professional, people centric, and service-oriented Call Center Agent to serve as a key communication point between patients, families, and the Medical Complex. The successful candidate will handle incoming and outgoing calls, provide accurate information about hospital services, support appointment scheduling, respond to patient inquiries, and ensure timely escalation of clinical or service-related concerns.

Candidates with a medical or healthcare institutional background are highly preferred, as the role requires an understanding of basic healthcare terminology, hospital services, and appropriate patient communication.

Key Responsibilities

1. Patient & Call Management

• Receive and respond to incoming patient and visitor calls professionally.

  Advertisement

• Provide accurate information regarding hospital services, clinics, physicians, working hours, and procedures.

• Manage high call volumes while maintaining a calm and courteous manner.

• Make outbound calls for appointment confirmation, follow-up, reminders, and patient communication.

2. Appointment & Patient Coordination

• Schedule, confirm, reschedule, and cancel patient appointments.

• Coordinate with reception, nursing, physicians, and relevant clinical departments.

• Provide patients with clear instructions regarding appointments and hospital services.

• Support smooth patient flow from initial contact to service delivery.

3. Patient Experience & Service Excellence

• Deliver compassionate, respectful, and professional communication.

• Listen carefully to patient concerns and provide appropriate assistance.

• Handle complaints and service concerns professionally and escalate issues when necessary.

• Maintain a patient-centered approach consistent with NLMC's service culture.

4. Healthcare Communication & Escalation

• Recognize situations requiring immediate referral to clinical or emergency teams.

• Avoid providing medical advice beyond the authorized scope of the position.

• Escalate urgent patient concerns according to established hospital procedures.

• Communicate accurately with clinical and administrative teams.

5. Documentation & Systems

• Record calls, inquiries, appointments, complaints, and follow-up actions accurately.

• Maintain confidentiality of patient information.

• Use hospital information, appointment management, CRM, and telephone systems effectively.

• Prepare daily and periodic call center activity reports.

Job Requirements

Qualifications & Requirements

• Diploma or Bachelor's Degree in Nursing, Health Officer, Health Administration, Public Health, Management, Marketing, Customer Service, or related field.

• 2–4 years of relevant call center, customer service, reception, or patient service experience.

• Medical/healthcare institutional experience or educational background is highly preferred.

• Previous experience in a hospital, medical center, clinic, or healthcare call center is an advantage.

• Good understanding of basic medical terminology and healthcare services.

• Excellent verbal and written communication skills.

• Strong English communication skills; knowledge of Amharic and other languages is an advantage.

• Good computer skills and ability to learn hospital information systems.

• Ability to work under pressure and manage multiple calls efficiently.

Required Skills

• Excellent telephone etiquette

• Patient-centered communication

• Appointment scheduling

• Customer service and complaint handling

• Basic healthcare terminology

• Active listening and problem-solving

• Computer and data-entry skills

• Confidentiality and professional conduct

• Teamwork and coordination

Desired Skills

• Direct hospital or medical center call center experience

• Nursing, Health Officer, or other healthcare background

• Experience with HIS/EMR or appointment management systems

• Experience handling high-volume healthcare inquiries

• Strong patient experience and service culture orientation

• Ability to communicate with patients professionally in stressful situations

How To Apply

Important Note

Applicants are required to clearly state the position title (Call Center Agent ) they are applying for in the subject line of the email or on the application document.

Submission Address

By Email

hr@newleaffertility.org

In Person

New Leaf Medical Complex PLC (NLMC)
Lebu, In front of Tomoca Coffee
Addis Ababa, Ethiopia

Additional Information

• Salary: As per company scale (negotiable based on qualifications and experience)

• Employment Type: Full-Time

• Only shortlisted applicants will be contacted.

Join us in shaping a center of excellence in healthcare service delivery.