Contact Center Agent – Healthcare Services

About the role

The Contact Center Agent will be the primary point of contact for patients and customers of the Abu Dhabi Telemedicine Centre, delivering professional, accurate, and courteous assistance across phone, email and other channels. This role supports appointment scheduling, referrals, and general inquiries, contributing to a seamless patient experience within the M42 network.

Key responsibilities

• Respond to inbound and outbound customer inquiries via phone, email and chat in a timely manner.
• Schedule appointments, provide information on services, physicians, referrals, events and campaigns.
• Handle customer concerns and complaints, ensuring prompt resolution or appropriate escalation.
• Maintain accurate customer records and support registration and information‑update processes.
• Collaborate with internal departments to obtain information and resolve issues effectively.
• Document all interactions according to established procedures and policies.
• Participate in continuous‑improvement initiatives to enhance satisfaction and operational efficiency.

Required profile

• Bachelor’s degree.
• Minimum 2 years of experience in a healthcare contact‑center, customer‑service or related environment.
• Excellent knowledge of medical terminology.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Proficient computer and data‑entry abilities.
• Ability to multitask and manage high‑volume interactions.