Client Engagement Agent - Emirati

Mediclinic Middle East; Abu Dhabi; On-site; AED 39,000 - 78,000; Full time

Job summary

Mediclinic Middle East is seeking a Customer Care/Call Centre professional to manage patient inquiries across multiple channels. The role focuses on delivering high-quality information, scheduling, and supportive follow-up within a healthcare setting.

The position requires at least 1 year in a contact centre and familiarity with medical terminology, MS Office, and Avaya/Trakcare systems. UAE-based, on-site work with a clear path to service excellence.

Qualifications

• High School Diploma or equivalent (Grade 12). A relevant Bachelor’s degree will be an advantage.
• At least 1 year Call Centre experience in a customer service operations environment.
• Relevant experience in hospitality or healthcare environment will be an advantage.

Responsibilities

• Attend to all incoming telephone calls promptly, efficiently and in a professional manner.
• Schedule appointments according to set procedures and policies.
• Document all interactions and activities relevant to the call and uses appropriate Wrap-up code.
• Conduct all outbound calls in an efficient, effective and professional manner.
• Transfer calls correctly to the appropriate staff and/or extensions as needed and required.
• Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services.
• Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre.

Skills

Basic Arabic

Client service

Confidentiality

Effective communication

Medical terminology

Verbal & written English

Education

High School Diploma or equivalent

Bachelor’s degree advantageous

Tools

MS Office

Outlook

Avaya Aura

Trakcare

Avaya/Cisco phones

Job description

Job Description:

Closing date: 24/11/2026
Number of positions: 1
Recruiter name:Reem Mansoor
Reference number: 74553
Workplace Type:

Mediclinic Al Ain Hospital| Al Ain | United Arab Emirates

MAIN PURPOSE OF JOB

Clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction

KEY RESPONSIBILITY AREAS

Attend toall incoming telephone calls promptly, efficiently and in a professional manner

Schedule appointments according to set procedures and policies

Document all interactions and activities relevant to the call and uses appropriate Wrap-up code

Conduct all outbound calls in an efficient, effective and professional manner

Transfer calls correctly to the appropriate staff and/or extensions as needed and required

Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services

Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre

REQUIRED EDUCATION

High School Diploma or equivalent (Grade 12)

A relevant Bachelor’s degree will be an advantage

REQUIRED EXPERIENCE

At least 1 year Contact/Call Centre experience in a customer service operations environment

Relevant experience in a hospitality or healthcare environment will be an advantage

REQUIRED JOB SKILLS AND KNOWLEDGE

• Basic Arabic language skills
• Client service and related management principles
• Confidentiality and dealing with sensitive information
• Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones)
• Demonstrate the ability to work accurately and quickly
• Effective communication
• Medical terminology
• Verbal and written communication skills in English

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program.

Requirements: