Call Center Representative
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Key skills for this role
About the Role
Maudsley Health is a joint venture between South London and Maudsley NHS Foundation Trust, the world’s oldest psychiatric institution, and Macani Medical Centre in Abu Dhabi, created to deliver high-quality mental health services across the Middle East.
Key Skills for This Role
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Company Description
Maudsley Health is a joint venture between South London and Maudsley NHS Foundation Trust, the world’s oldest psychiatric institution, and Macani Medical Centre in Abu Dhabi, created to deliver high-quality mental health services across the Middle East.
Building on over 700 years of clinical and academic excellence, Maudsley Health provides specialist care for children, adolescents, and adults.
The service accepts referrals for a wide range of emotional, mental health, and developmental difficulties, including autism spectrum disorders, attention deficit disorders, mood and anxiety disorders, eating disorders, and psychosis.
Multidisciplinary teams work collaboratively to offer evidence-based assessment and treatment tailored to individual needs.
Candidates joining Maudsley Health will contribute to a mission-driven organization focused on improving mental health and wellbeing in the region.
Role Description
This is a full-time, on-site Call Center Representative role based in Abu Dhabi.
The Call Center Representative will handle incoming calls from patients, families, and referring professionals, providing information about services, appointment availability, and referral procedures.
Responsibilities Include
- Professionally and promptly handling incoming phone calls
- Responding to emails and inquiries in a clear and professional manner
- Scheduling and rescheduling appointments
- Updating patient details accurately in the system
- Routing both calls and emails to the appropriate clinical or administrative teams
- The role also involves responding to inquiries in a professional and empathetic manner, managing high volumes of both calls and emails, and following established protocols for urgent or sensitive situations.
- The Call Center Representative will also be responsible for:
- Follow-up calls
- Daily email monitoring and responses
- Appointment reminders and confirmations
- Documentation of all interactions (calls & emails)
- Collaborating with colleagues to ensure a smooth and respectful patient experience
Qualifications
- Strong customer service and call handling skills, with the ability to communicate clearly, professionally, and empathetically over the phone and via email
- Proficiency in data entry and basic computer skills, including experience with call center systems, CRM platforms, and scheduling software
- Ability to manage time effectively, prioritize tasks, and remain calm in a fast-paced, high-volume environment
- High level of discretion and respect for confidentiality when handling sensitive health-related information
- Fluency in English (spoken and written); Arabic or additional languages are an advantage
- Previous experience in a call center, healthcare, or customer-facing role is preferred
- Minimum secondary education; a diploma or degree in a relevant field (e.g., administration, healthcare, psychology) is an advantage
- Strong interpersonal skills, with cultural sensitivity and the ability to work effectively with diverse individuals and teams
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