Overview
M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.
Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region's pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.
The Agent, Contact Center is responsible to provide personalized customer service support by interacting in a courteous and professional manner with customers over the phone, email and if necessary, via other appropriate channels of communication.
Responsibilities
- Handle inbound and outbound calls, emails, and customer inquiries; route calls to the appropriate M42 departments when needed.
- Provide clear and accurate information on appointments, referrals, services, care providers, events, and campaigns.
- Deliver a consistent customercentric experience in every call and email, in line with M42 standards.
- Ensure timely resolution, escalation, and documentation of customer queries, complaints, and recommendations.
- Liaise with internal M42 departments to obtain information and support effective complaint resolution.
- Maintain professional communication, etiquette, and demeanor at all times.
- Use effective callhandling skills including proper greetings, active listening, clear questioning, and correct transfer procedures.
- Comply with health, safety, incident reporting, and infection control policies at all times.
Qualifications
- Minimum of 2 years relevant experience in the healthcare industry
- Strong knowledge of medical terminology
- Excellent computer, typing, and data entry skills
- Working knowledge of multiline telephone systems
- Fluent in spoken and written English
- Fluent in spoken and written Arabic
