Client Engagement Agent - Part Time - Emirati

Mediclinic Al Ain Hospital | Abu Dhabi | United Arab Emirates

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.

• 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 use 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.

• High School Diploma or equivalent (Grade 12).
• A relevant Bachelor’s degree will be an advantage.

• 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.

• 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.