Patient Engagement & Call Center Specialist

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

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.