Director of Patient Services & Patient Experience

HYF Medical Center; Dubai; On-site; AED 167,000 - 223,000; Full time

Job summary

HYF Medical Center in Dubai seeks a Director of Patient Services & Patient Experience to lead the patient services and customer service teams, ensuring high-quality, compliant service forVIP and international patients.

The role requires 5 years in healthcare with at least 3 years in management, strong leadership, and a track record of improving patient satisfaction and retention.

Qualifications

• Bachelor's Degree in Healthcare Management, Business Administration, Hospitality Management, Healthcare Administration, or a related field – Preferred.
• 5 years of professional experience in healthcare, medical centers, premium clinics, or related service industries – Preferred.
• Minimum 3 years of management or supervisory experience – Mandatory.
• Experience managing VIP and international patients is highly desirable.

Responsibilities

• Lead and oversee the Patient Services and Customer Service functions of the medical center.
• Manage and supervise Receptionists, Patient Coordinators, Customer Service Officers, and other front-office staff.
• Establish and maintain professional patient service standards, policies, procedures, and SOPs.
• Ensure smooth coordination between patients, physicians, nurses, reception, sales, insurance, and management teams.
• Monitor daily patient flow and ensure efficient appointment, registration, consultation, treatment, payment, and follow-up processes.
• Ensure all patient service activities comply with DHA regulations, clinic policies, and professional healthcare standards.
• Develop and maintain VIP and international patient experience standards and personalization.
• Coordinate with physicians, nurses, management, and other departments to provide seamless patient care.
• Build long-term relationships with patients and improve retention and loyalty.
• Develop and implement patient service standards and customer experience procedures.
• Monitor patient satisfaction and identify areas for service improvement.
• Handle and resolve patient complaints, concerns, and service issues professionally.
• Establish a structured complaint management and escalation process.
• Continuously improve the overall patient journey and service quality.
• Work with Marketing, Business Development, Sales, and Medical teams to improve patient conversion and retention.
• Support conversion of inquiries into consultations, treatments, and follow-ups.

Skills

Patient Services

Patient Experience

CRM

KPI Management

Leadership

Staff Training

Complaint Resolution

VIP Management

Insurance Coordination

Team Leadership

Education

Bachelor's Degree

Healthcare Administration

Tools

CRM systems

Job description

About HYF Medical Center

HYF Medical Center is an international healthcare provider located in Dubai, United Arab Emirates.

We specialize in:Longevity MedicinePrecision Health ManagementFunctional MedicineRegenerative MedicineDermatology & Aesthetic MedicineMen's HealthWomen's Health

Our mission is to help our members Live Longer, Live Better through personalized, science-based healthcare and preventive medicine.

Director of Patient Services & Patient Experience

Vacancies: 1 Position

Department: Operations / Patient Services

Location: Jumeirah 1, Dubai, UAE

Employment Type: Full-time

Salary: AED15000-20000

Key Responsibilities

1. Patient Services Management

Lead and oversee the overall Patient Services and Customer Service functions of the medical center.

Manage and supervise Receptionists, Patient Coordinators, Customer Service Officers, and other front-office service staff.

Establish and maintain professional patient service standards, policies, procedures, and SOPs.

Ensure smooth coordination between patients, physicians, nurses, reception, sales, insurance, and management teams.

Monitor daily patient flow and ensure efficient appointment, registration, consultation, treatment, payment, and follow-up processes.

Ensure all patient service activities comply with DHA regulations, clinic policies, and professional healthcare standards.

2. VIP & International Patient Experience

Develop and maintain a premium patient experience for VIP, high-profile, and international patients.

Personally oversee important VIP patients and ensure their appointments, consultations, treatments, and follow-ups are professionally coordinated.

Establish personalized service standards for international patients from initial inquiry through post-treatment follow-up.

Coordinate with physicians, nurses, management, and other departments to provide seamless patient care.

Build long-term relationships with patients and improve patient retention and loyalty.

3. Customer Service & Patient Satisfaction

Develop and implement patient service standards and customer experience procedures.

Monitor patient satisfaction and identify areas for service improvement.

Handle and resolve patient complaints, concerns, and service issues professionally and efficiently.

Establish a structured complaint management and escalation process.

Conduct regular reviews of patient feedback and implement corrective and preventive actions.

Continuously improve the overall patient journey and service quality.

4. Patient Conversion & Business Support

Work closely with the Marketing, Business Development, Sales, and Medical teams to improve patient conversion and retention.

Support the conversion of inquiries into consultations, treatments, procedures, and follow-up appointments.

Ensure timely follow-up with prospective and existing patients.

Develop strategies to increase repeat visits and long-term patient relationships.

Support high-value medical, aesthetic, regenerative medicine, and health management programs.

5. Team Leadership & Training

Recruit, train, supervise, and develop the Patient Services team.

Establish clear performance standards and KPIs for customer service staff.

Conduct regular training on communication, patient handling, service standards, complaint management, and VIP patient service.

Monitor staff performance and provide coaching and continuous improvement.

Build a professional, efficient, and service-oriented team culture.

Insurance & Patient Coordination

Coordinate with the insurance and TPA teams to ensure a smooth patient experience for insured patients.

Ensure patients receive accurate information regarding appointments, eligibility, approvals, and required documentation.

Coordinate with Finance, Insurance, Reception, and Medical teams to resolve patient billing and insurance-related issues.

6. Management & Reporting

Prepare regular reports on patient satisfaction, complaints, service performance, patient retention, and team KPIs.

Monitor patient service performance and identify operational improvement opportunities.

Provide recommendations to senior management regarding patient experience and operational efficiency.

Participate in management meetings and strategic planning.

Support the development and implementation of clinic-wide patient experience strategies.

Qualifications

Education

Bachelor's Degree in Healthcare Management, Business Administration, Hospitality Management, Healthcare Administration, or a related field – Preferred.

Additional qualifications in Healthcare Management, Patient Experience, Customer Service, or Hospitality are an advantage.

Experience

5 years of professional experience in healthcare, medical centers, hospitals, premium clinics, or related service industries – Preferred.

Minimum 3 years of management or supervisory experience-Mandatory

Previous experience as a Patient Services Manager, Customer Service Manager, Patient Experience Manager, Clinic Operations Manager, Front Office Manager, or similar position.

Experience in premium healthcare, aesthetic medicine, dermatology, regenerative medicine, wellness, or VIP medical services is highly preferred.

Experience managing VIP and international patients is highly desirable.

Experience managing multicultural teams and international clientele is an advantage.

Professional Skills

Strong competency in:Patient Services Management;Patient Experience Management;Customer Service Management;VIP Patient Management;Complaint & Conflict Resolution;Team Leadership & Staff Training;Patient Retention;Patient Follow-up;Customer Relationship Management (CRM);

Healthcare Operations;Insurance / TPA Coordination;KPI Management & Reporting;Service Quality Improvement;SOP Development & Implementation

Language Requirements

Excellent English communication skills – Mandatory

Chinese language skills – Highly Preferred

Arabic or Russian language skills are an advantage.

Personal Attributes

Professional, confident, and highly presentable.Excellent communication and interpersonal skills.Strong leadership and team management capabilities.Patient-focused and service-oriented.

High emotional intelligence and strong problem-solving skills.Excellent organizational and multitasking abilities.Strong attention to detail.Able to remain calm and professional when handling difficult or demanding patients.Comfortable working with VIP, high-profile, and international patients.Strong sense of confidentiality and professionalism.Proactive, responsible, and results-oriented.Passionate about premium healthcare and delivering an exceptional patient experience.

Key Performance Indicators (KPIs)

The successful candidate will be expected to improve and monitor:

Patient Satisfaction Score;Patient Complaint Resolution Rate;Patient Retention Rate;Repeat Visit Rate;Patient Follow-up Rate;Inquiry-to-Consultation;Consultation-to-Treatment Conversion;VIP Patient Satisfaction;Service Response Time;Front Office Service Efficiency;Team Performance & Productivity

Benefits

Competitive Salary based on experience and qualifications

DHA-compliant medical insurance

Employment visa

Paid annual leave

Professional training opportunities

Opportunity to work with international and experienced medical experts

Career growth opportunities

Professional and multicultural working environment