Client Relations Supervisor

Mediclinic International; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Mediclinic Airport Road Hospital in Abu Dhabi is seeking a Client Relations Supervisor to lead day-to-day patient experience initiatives and coordinate facility feedback loops. This senior role focuses on closing non-clinical complaints while bridging clinical feedback with the Clinical Complaint Unit, reporting to the Client Relations Manager.

The role monitors NPS, drives action plans, and guides clinical and non-clinical staff to ensure service excellence and policy alignment across

Qualifications

• Essential degree in healthcare management, business administration, hospitality, or related field.
• Desirable certification in service excellence, conflict resolution, or patient experience management.
• Minimum 3 years in healthcare operations, client experience, or customer service.
• Experience handling client feedback and complaints.

Responsibilities

• Monitor NPS and implement local action plans.
• Resolve non-clinical feedback and facilitate clinical complaints.
• Conduct proactive inpatient rounding and support outpatient experiences.
• Guide staff on client experience policies and standards.
• Coordinate with external survey providers and internal teams.

Skills

CX Design

Healthcare CX

NPS interpretation

Communication

Stakeholder Eng

Coaching

Relationship Mgmt

Empathy

Data analysis

Education

Bachelor's degree in healthcare management

Certification in service excellence

Job description

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Closing date: 13/11/2026
Number of positions: 1
Recruiter name:Reem Mansoor
Reference number: 75306
Workplace Type:

Mediclinic Airport Road Hospital| Abu Dhabi | United Arab Emirates

MAIN PURPOSE OF JOB

The Client Relations Supervisor serves as a senior member of the facility/cluster, role-modeling Mediclinic Way, delivering a Passionately Caring experience to our patients, their families and visitors.

This operational role focuses on the day-to-day coordination of patient experience initiatives and facility feedback loops. The primary objective is to manage and close non-clinical patient complaints while seamlessly facilitating clinical feedback with the Clinical Complaint Unit.

Reporting to the Client Relations Manager, the Supervisor monitors Net Promoter Scores (NPS), coordinates localized action plans, conducts proactive inpatient rounding, and supports outpatient experience enhancements. In doing so, this role actively guides and influences both clinical and non-clinical staff to streamline internal practices, build service alignment, and safeguard Mediclinic Middle East (MCME) client-centric policies.

KEY RESPONSIBILITY AREAS

• Monitor NPS and implement local action plans
• Resolve non-clinical feedback and facilitate clinical complaints
• Conduct proactive inpatient rounding and support outpatient experiences
• Guide and influence staff on client experience policies and standards
• Coordinate with external survey providers and internal teams

REQUIRED EDUCATION

ESSENTIAL EDUCATION

Bachelor's degree in healthcare management, business administration, hospitality, or a relevant field.

DESIRED EDUCATION

Certification or training in service excellence, conflict resolution, or patient experience management.

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE

Minimum 3 years' experience in healthcare operations, client experience, or customer service, with demonstrated capability in handling client feedback and complaint.

DESIRED EXPERIENCE

Experience working in airlines, hotels or aesthetics clinics.

REQUIRED JOB SKILLS AND KNOWLEDGE

• Client Experience Design
• Client experience expertise and skills within healthcare
• Relevant Client Experience protocols and procedures
• Net Promoter Score (NPS) interpretation and action planning
• Communication & Interpersonal Skills
• Communication & Stakeholder Engagement
• Coaching and quality improvement
• Demonstrate the ability to develop and maintain client relationships (including mentorship and coaching of team members)
• Emotional Intelligence and Empathy
• Data analysis and interpretation

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.