Customer Service Specialist

HYF Medical Center; Dubai; On-site; AED 45,000 - 89,000; Full time

Benefits offered by this job

AED 5,000–6,000 monthly salary

Employment visa

Medical insurance

Paid annual leave

Professional training and development

Job summary

HYF Medical Center in Dubai is seeking a Customer Service Specialist to be the primary point of contact for patients and clients. The role involves handling inquiries, managing appointments, and coordinating with doctors, nurses and administration to deliver a seamless patient experience.

The ideal candidate has strong communication skills, experience with CRM/HIS systems, and a background in healthcare administration or related fields, with a customer-service mindset suitable for an

Qualifications

• Bachelor's degree or diploma in a related field is required.
• 2–4 years of experience in customer service, patient services, hospitality, front office or a similar role is required.
• Experience in a medical center, hospital, clinic or healthcare organization is highly preferred.

Responsibilities

• Provide professional, friendly and efficient customer service to patients and visitors.
• Schedule, confirm, reschedule and cancel patient appointments.
• Coordinate between patients, doctors, nurses and other departments to ensure smooth patient journey.
• Maintain accurate customer and patient communication records and follow up with VIP/international clients.

Skills

Customer Service

Patient Services

Appointment Management

CRM / HIS Systems

Administrative Support

Problem Solving

Communication Skills

Microsoft Office

VIP Client Service

Customer Retention

Education

Bachelor's degree or diploma in Business Administration, Hospitality, Healthcare Administration, Communications or a related field

Tools

CRM

HIS

Microsoft Office

Job description

Customer Service Specialist

Company: HYF Medical Center

Department: Customer Service / Administration

Location: Jumeirah 1, Dubai, UAE

Employment Type: Full-time

Number of Positions: 1

Salary: AED 4,000–8,000 per month, depending on experience and qualifications

About HYF Medical Center

HYF Medical Center is an international medical center located in Jumeirah 1, Dubai, providing premium healthcare services to local, international and VIP patients.

We are looking for a professional, friendly and customer-oriented Customer Service Specialist to provide excellent service to patients and clients, manage inquiries and appointments, and ensure a smooth and professional patient experience.

The successful candidate will act as an important point of contact between patients and the medical center, providing timely assistance and coordinating with doctors, nurses, reception and other departments.

Key Responsibilities

1. Customer Service

Provide professional, friendly and efficient customer service to patients and visitors.

Handle customer inquiries through phone calls, WhatsApp, email and other communication channels.

Respond to patient questions regarding services, doctors, appointments, procedures and general clinic information.

Understand patient needs and provide appropriate assistance.

Handle customer complaints and feedback professionally and efficiently.

Follow up with patients to ensure a high level of customer satisfaction.

Maintain a professional and positive image of HYF Medical Center at all times.

2. Appointment Management

Schedule, confirm, reschedule and cancel patient appointments.

Coordinate appointments between patients, doctors, nurses and other departments.

Follow up with patients regarding upcoming appointments.

Manage appointment reminders and reduce no-show rates.

Ensure accurate patient and appointment information is maintained in the system.

Assist VIP and international patients with appointment arrangements and special requests.

3. Patient Communication & Follow-up

Communicate with patients before, during and after their visits.

Follow up with patients regarding treatment plans, appointments and service arrangements as required.

Contact potential and existing clients regarding medical center services.

Maintain regular communication with VIP and high-value clients.

Assist international patients with basic information regarding their visits and services.

Escalate medical or clinical questions to qualified doctors or clinical staff when necessary.

4. Patient Experience

Welcome patients and provide professional assistance throughout their visit.

Ensure patients receive clear information regarding appointments and services.

Coordinate with the Reception, Nursing, Doctors and Administration teams to ensure a smooth patient journey.

Identify opportunities to improve patient satisfaction and service quality.

Maintain confidentiality and handle patient information appropriately.

5. Customer Relationship Management

Maintain accurate customer and patient communication records.

Follow up with existing customers and potential clients.

Support customer retention and relationship-building activities.

Assist with membership, packages and wellness program inquiries.

Provide information about HYF's healthcare, wellness and medical services.

Support marketing and business development teams with customer communication when required.

6. Administrative Support

Maintain accurate records of customer inquiries, appointments and follow-ups.

Update customer information in the CRM/HIS or other systems.

Prepare daily or weekly customer service reports when required.

Coordinate with Finance regarding billing or payment-related customer inquiries.

Assist with administrative tasks related to patient services and customer support.

Ensure all customer service activities are properly documented.

Qualifications

Bachelor's degree or diploma in Business Administration, Hospitality, Healthcare Administration, Communications or a related field.2–4 years of experience in customer service, patient services, hospitality, front office or a similar role.Experience in a medical center, hospital, clinic or healthcare organization is highly preferred.Experience working with VIP or international clients is an advantage.Strong communication and interpersonal skills.Excellent customer service and problem-solving skills.Professional telephone and WhatsApp communication skills.Good computer skills and experience with CRM, HIS or customer management systems.Proficiency in Microsoft Office, especially Word and Excel.Previous UAE work experience is preferred.

Key Skills

• Customer Service
• Patient Services
• Patient Communication
• Appointment Management
• Customer Relationship Management
• VIP Client Service
• Complaint Handling
• Customer Follow-up
• Telephone & WhatsApp Communication
• CRM / HIS Systems
• Administrative Support
• Problem Solving
• Communication Skills
• Microsoft Office
• Customer Retention

Language Requirements

English – Excellent / Mandatory Chinese – Highly Preferred Arabic, Russian-Advantage

Personal Attributes

Friendly, professional and customer-oriented.

Excellent communication and interpersonal skills.

Patient, polite and approachable.

Responsible and reliable.

Strong attention to detail.

Good organizational and time-management skills.

Able to remain calm and professional when handling complaints or difficult situations.

Proactive and solution-oriented.

Able to work independently and as part of a team.

High level of confidentiality and professionalism.

Comfortable working in a fast-paced international healthcare environment.

What We Offer

• AED 5,000–6,000 per month, depending on experience and qualifications.
• Performance-based incentives where applicable.
• Employment visa.
• Medical insurance.
• Paid annual leave.
• Professional and multicultural working environment.
• Stable employment with an international medical center.
• Professional training and development opportunities.
• Career growth opportunities.