Contact Center Agent

About the role

The Contact Center Agent will serve as the first point of contact for patients and their families, delivering accurate information about LIPS healthcare services and ensuring smooth appointment scheduling. This role combines customer service, sales, and administrative duties within a fast‑paced medical environment.

Key responsibilities

• Answer incoming calls, emails and messages, providing courteous and professional information about LIPS services.
• Coordinate and schedule appointments for lab tests, imaging (Ultrasound, MRI, CT), outpatient consultations, GP services, wellness programs and screenings.
• Promote and sell LIPS services, identifying opportunities to increase bookings and consultant appointments.
• Maintain patient records and appointment details in Compucare and other systems, ensuring confidentiality and accuracy.
• Explain procedures, obtain payments and authorization codes, and conduct follow‑up calls to confirm appointments.
• Resolve patient issues promptly, escalating complex cases when necessary.

Required profile

• Fluent English speaker.
• Bachelor’s degree in a related field.
• Previous experience in customer service or a contact‑center environment, preferably with sales exposure.
• Strong organizational, multitasking and interpersonal skills.
• Ability to work under pressure and handle challenging situations calmly.

Required skills

• MS Office Suite
• Compucare (patient management system)

What we offer

• Rotational shift patterns (11 AM‑7 PM or 3 AM‑11 PM) with five working days and two days off.
• Opportunity to work in a dynamic healthcare setting at the LIPS facility in Elmerghany – Heliopolis.