Customer Service Specialist

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

Benefits offered by this job

Medical insurance

Paid annual leave

Employment visa

Professional development opportunities

Job summary

HYF Medical Center invites a Customer Service Specialist to join our Client Services and Administration team in Dubai. You will be the primary contact for patients and visitors, manage appointments with doctors and nurses, and ensure a smooth, professional patient journey in a multicultural setting.

You will handle inquiries by phone, WhatsApp and email, assist VIP and international patients, and coordinate with multiple departments while maintaining confidentiality and high service standards in

Qualifications

• Bachelor's degree or diploma in a related field and relevant customer service experience.
• Experience in medical center or healthcare is preferred, with VIP or international clients.
• Excellent communication and interpersonal skills; problem-solving oriented.

Responsibilities

• Provide professional, friendly customer service to patients and visitors.
• Manage appointments: schedule, confirm, reschedule and cancel.
• Communicate with patients before, during and after visits, and follow up on treatment plans.
• Coordinate with Reception, Nursing, Doctors and Administration to ensure a smooth patient journey.
• Maintain accurate records in CRM/HIS and support billing inquiries with Finance when needed.
• Prepare daily/weekly service reports and support vendor/customer relations activities.

Skills

Customer Service

Communication

VIP Client Service

Appointment Management

CRM / HIS

Education

Bachelor's degree or diploma in Business Administration / Healthcare Administration

Tools

CRM / HIS Systems

Microsoft Office

WhatsApp/Phone Communication

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 400008000 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 HYFs 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

Bachelors degree or diploma in Business Administration Hospitality Healthcare Administration Communications or a related field.24 years of experience in customer service patient services hospitality front office or a similar in a medical center hospital clinic or healthcare organization is highly working with VIP or international clients is an communication and interpersonal customer service and problem-solving telephone and WhatsApp communication computer skills and experience with CRM HIS or customer management in Microsoft Office especially Word and 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 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.