Newleaf Medical Complex is a beacon of healing where world-class medicine meets genuine compassion, advanced innovation, and a deep sense of purpose.

Founded by Dr. Iman Abdulrahman, whose passion for excellence and human-centered care guides the heart of our mission, and Mr. Abubeker Mohammedsalah, a visionary leader who transformed this dream into reality,

Newleaf was built on a powerful belief: healthcare must heal not only the body, but the spirit as well.

We envisioned more than a medical institution — a warm sanctuary of trust, healing, and renewal, where science and empathy work hand-in-hand to restore hope and support every patient’s journey toward a brighter, healthier chapter.

Monitoring, Evaluation and Learning Experts at Development Expertise Lab (DEL)
3 hours ago

At the core of Newleaf are over 300 dedicated professionals, each bringing international expertise, skill, and heartfelt commitment to their work. Our specialists span a wide range of fields, including IVF & Fertility, Aesthetics, Dermatology, Dentistry, Endoscopy, Urology, Orthopedics, Neurosurgery, Oncology, Pediatrics, and many more — working together to deliver seamless, integrated, and personalized care […]

Open Positions:

New Leaf Medical Complex is expanding and seeks dedicated professionals for the following various positions:

01. Call Center Agent

Location: Lebu Musica Sefer, Addis Ababa, Ethiopia | Deadline: September 26, 2026

Job Summary

Salary: As per company scale (negotiable based on qualifications and experience)
Employment Type: Full-Time

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.
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.

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

Required Skills

Communication

02. Laboratory Technologist (Junior & Senior)

Location: Lebu Musica Sefer, Addis Ababa, Ethiopia | Deadline: October 5, 2026

Development Expertise Lab (DEL) Addis Ababa, NGO Jobs

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