Director of Patient Services & Patient Experience
HYF Medical Center
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Benefits offered by this job
Job summary
HYF Medical Center in Dubai seeks a Director of Patient Services & Patient Experience to lead VIP and international patient care, optimize front-office operations and quality customer service. You will shape patient journeys, coordinate with clinical teams, and align services with DHA standards.
The role requires strong leadership, 5+ years in healthcare operations, and a track record in customer experience, CRM and KPI reporting.
Qualifications
- 5+ years of professional experience in healthcare management or premium clinics
- Minimum 3 years in a supervisory/managerial role
- Experience managing VIP and international patients is highly desirable
Responsibilities
- Lead patient services and customer service functions across the center.
- Develop VIP and international patient experiences and coordinate with physicians and departments.
- Implement patient service standards, complaint handling and escalation processes.
- Support patient conversion, retention and business development efforts.
- Recruit, train and manage the Patient Services team and monitor KPIs.
- Coordinate with Insurance/TPA, Finance and Reception to resolve patient billing issues.
Skills
Education
Job description
We specialize in:Longevity Medicine Precision Health Management Functional Medicine Regenerative Medicine Dermatology & Aesthetic Medicine Mens Health Womens Health
Department: Operations / Patient Services
Location: Jumeirah 1 Dubai UAE
Employment Type: Full-time
Salary: AED15000-20000
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.
Bachelors 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.
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.
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
Excellent English communication skills Mandatory
Chinese language skills Highly Preferred
Arabic or Russian language skills are an advantage.
Professional confident and highly communication and interpersonal leadership and team management -focused and service-oriented.
High emotional intelligence and strong problem-solving organizational and multitasking attention to to remain calm and professional when handling difficult or demanding working with VIP high-profile and international sense of confidentiality and responsible and about premium healthcare and delivering an exceptional patient experience.
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
- 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
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