Appointment Setter

About the Role

We are looking for an organised, empathetic Arabic- and English-speaking Appointment Setter with a medical reception background to manage inbound enquiries for a surgeon’s practice.

You will be the first point of contact for prospective patients—answering enquiries, explaining the consultation process, scheduling appointments and following up with people who have expressed interest.

This role suits someone who can build trust, communicate clearly and keep patient records accurate while managing a busy appointment calendar.

All required business accounts, communication systems, approved information and training will be provided.

Key Responsibilities

• Respond promptly to inbound patient enquiries through phone, WhatsApp, email and other approved channels.
• Communicate confidently and professionally in both Arabic and English.
• Understand the patient’s enquiry and collect the information required by the clinic’s approved booking process.
• Explain consultation arrangements, approved fees, appointment availability and next steps.
• Book, confirm, reschedule and cancel appointments accurately.
• Follow up with interested patients who have not yet booked, using a respectful, agreed follow-up process.
• Send appointment reminders and approved preparation instructions.
• Record enquiries, conversations, bookings and follow-up actions in the CRM or practice management system.
• Coordinate with the surgeon’s reception and clinical team to resolve questions and booking issues.
• Escalate clinical questions and potentially urgent concerns promptly under the clinic’s procedures.
• Handle patient information discreetly and use only authorised systems.

This is a non-clinical role. You will not provide medical advice, determine treatment suitability or promise treatment outcomes. Clinical decisions remain with the treating practitioner.

Essential Requirements

• Strong spoken and written Arabic and English, including confidence handling patient phone calls in both languages.
• Previous experience in medical reception, patient coordination or appointment scheduling within a healthcare practice.
• A calm, empathetic and professional telephone manner.
• Experience managing appointment calendars, patient enquiries and follow-up tasks.
• Strong attention to detail when recording names, contact information and appointment requirements.
• Confidence using CRM systems, scheduling software, email and business messaging tools.
• Ability to work independently, prioritise enquiries and communicate issues early.
• A private, quiet workspace, reliable internet and availability during the agreed working hours.

Preferred Experience

• Currently based in the UAE.
• Experience supporting a surgeon, specialist clinic or private medical practice.
• Familiarity with UAE patient service expectations and Arabic dialects commonly used by the clinic’s patients.
• Previous remote reception or inbound appointment-setting experience.
• Experience helping interested patients progress from an initial enquiry to an attended consultation.

What Success Looks Like

Your performance will be assessed against agreed targets for:

• Response time: Enquiries acknowledged within the clinic’s service standards during rostered hours.
• Booking conversion: Suitable inbound enquiries progressing to consultations.
• Attendance: Consistent confirmations, reminders and follow-up to support attendance.
• Accuracy: Complete records and correctly scheduled appointments.
• Follow-through: Follow-up tasks completed on time, with clear next steps recorded.
• Patient experience: Respectful communication, sound judgement and appropriate escalation.

Targets will be set after training, taking enquiry quality, clinic capacity and patient choice into account.

Remote Working Expectations

• Be available and responsive during your agreed shift.
• Maintain an accurate calendar and up-to-date enquiry records.
• Flag scheduling conflicts, unanswered questions and system issues promptly.
• Provide a brief daily update covering enquiries, bookings, follow-ups and outstanding issues.
• Protect patient privacy by following the clinic’s access, communication and information-handling procedures.

Training and Support Provided

You will receive:

• Training on the practice, consultation journey and booking procedures.
• Approved scripts, FAQs and patient communication templates.
• Access to the required business accounts, calling tools and scheduling systems.
• Clear guidance on clinical escalation and patient information handling.
• Ongoing feedback and support from the team.

Your First 30 Days

• Complete systems, communication and privacy training.
• Learn the clinic’s approved information and escalation procedures.
• Demonstrate accurate booking and record-keeping.
• Begin managing inbound enquiries independently after supervised onboarding.

Hiring process: Application review → bilingual interview → short simulated patient-enquiry exercise → final discussion.

We welcome applicants who meet the essential requirements, even if they do not meet every preferred criterion.