Client Relations Ambassador (ME1267)

Mediclinic International; Abu Dhabi; On-site; AED 100,000 - 145,000; Full time

Job summary

Mediclinic Airport Road Hospital in Abu Dhabi is seeking a Client Relations Ambassador to embody the Mediclinic Way and ensure a welcoming first impression for patients and visitors. The role focuses on seamless patient flow, proactive service recovery, and collaboration with clinical teams to enhance the overall patient experience.

Qualifications include a Diploma or Bachelor’s in Hospitality, Business Admin, or Communications, with at least 1 year in customer service.

Qualifications

• Minimum 1 year of experience in customer service or front desk roles within hospitality/service environments.
• Experience in airlines, luxury hotels, or premium clinics is desirable.
• Excellent communication and interpersonal skills necessary to manage stakeholders and escalate issues appropriately.

Responsibilities

• Welcome and assist patients, visitors and families to ensure a positive arrival experience.
• Maintain high standards of frontline hospitality and Mediclinic Way service behaviours.
• Support patient flow and queue management across assigned areas.
• Inform patients about waiting times, delays and service updates.
• Identify and address patient concerns before they escalate.
• Provide basic service recovery and escalate complex complaints as needed.
• Record patient feedback and service concerns accurately.
• Collaborate with Patient Administration and clinical teams to support a seamless journey.
• Assist patients with non-clinical needs during inpatient stays when required.
• Maintain professional grooming, communication and service standards.
• Track recurring issues and trends observed on the floor.

Skills

Communication skills

Interpersonal skills

Emotional intelligence

Adaptability

Time management

Conflict resolution

Training supervision

Education

Diploma or Bachelor’s degree in Hospitality, Business Administration, or Communications

Certifications in customer care excellence or guest relations

Job description

Mediclinic Airport Road Hospital| Abu Dhabi | United Arab Emirates

MAIN PURPOSE OF JOB

The Client Relations Ambassador serves as the face of Mediclinic and the primary point of contact for patients during their in‑person visits. The role is responsible for creating a Passionately Caring experience at patient touchpoints by ensuring a positive and welcoming arrival experience and maintaining visibility throughout the patient journey.

The role supports effective clinic flow by working dynamically with Patient Administration and clinical units to monitor waiting periods, communicate delays, and resolve frontline service friction before it escalates. The Client Relations Ambassador also assists patients with non‑clinical needs during inpatient stays when assigned.

The role champions Mediclinic Way service behaviours, proactively supports the prevention and resolution of client dissatisfaction, and maintains accurate feedback records to contribute to continuous patient experience improvement.

KEY RESPONSIBILITY AREAS

• Welcome and assist patients, visitors and families, ensuring a positive arrival experience.
• Maintain high standards of frontline hospitality and Mediclinic Way service behaviours.
• Support patient flow and queue management across assigned areas.
• Ensure patients are informed of waiting times, delays and service updates.
• Identify and address patient concerns before they escalate.
• Provide basic service recovery and elevate complex complaints appropriately.
• Record relevant patient feedback and service concerns accurately.
• Collaborate with Patient Administration, Nursing and other clinical teams to support a seamless patient journey.
• Assist patients with non‑clinical needs and provide support during inpatient rounding when required.
• Maintain professional grooming, communication and service standards at all times.
• Maintain a tracker of recurring issues and trends observed on the floor.

REQUIRED EDUCATION

ESSENTIAL EDUCATION:

• Diploma or Bachelor’s degree in Hospitality, Business Administration, Communication, or a relevant field.

DESIRED EDUCATION:

• Certifications in customer care excellence, guest relations, frontline service behaviour, or communication skills.

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE:

• Minimum 1 year of experience in customer service, hospitality, front desk operations, or client‑facing roles within hospitality/service environments.

DESIRED EXPERIENCE:

• Experience within world‑class airlines, luxury hotels, hospitality environments, or premium‑service clinics.

REQUIRED JOB SKILLS AND KNOWLEDGE

• Excellent communication & interpersonal skills to build and maintain relationships with internal & external stakeholders. Proficiency in managing client expectations, addressing deviations, & resolving complaints while adhering to service level agreements.
• Communication Skills – Verbal and Written
• Emotional Intelligence and Empathy
• Adaptability & Change Agility
• Demonstrate good time management skills
• Demonstrate conflict management and customer complaint handling skills
• Ability to supervise and guide training teams, including assigning tasks, monitoring progress, and providing constructive feedback

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.

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