Head of Premier Patient Services & VIP Experience

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

Benefits offered by this job

DHA-compliant medical insurance

Employment visa

Paid annual leave

Professional training opportunities

Career growth opportunities

Multicultural working environment

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

Patient Services Management

Patient Experience Management

Customer Service Management

VIP Patient Management

Complaint & Conflict Resolution

Team Leadership & Staff Training

Patient Retention

CRM & KPI Reporting

Healthcare Operations

Insurance / TPA Coordination

SOP Development & Implementation

Education

Bachelor’s Degree in Healthcare Management

Healthcare Administration

Business Administration / Hospitality Management

Job description

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.