Patient Experience Lead

Al-Futtaim; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Al-Futtaim Health in the UAE is seeking a dynamic leader to supervise the day-to-day activities of Patient Relations Executives (PREs) and support the call center across clinics. You will ensure service standards, coordinate PREs’ projects, and provide hands-on guidance on daily operations to deliver consistent patient care.

You will empower the team to collect patient feedback, generate monthly reports, and convert enquiries to services, while identifying training needs and supporting new

Qualifications

• Bachelor's degree is required.
• Degree in business administration/management desirable.
• Experience managing a team of administrators.
• Experience in customer care and administration roles.

Responsibilities

• Oversee PREs department, performance and functions; report to Patient Experience Manager.
• Organize and administer PREs projects/tasks based on clinic needs.
• Act as floor supervisor to ensure efficiency and service excellence; provide hands-on support.
• Empower PREs to collect patient feedback and report monthly findings.
• Ensure conversion of enquiries to services to meet targets.
• Produce and analyze statistics reports for management.
• Draft monthly roster for PREs and obtain approval.
• Identify training requirements for the team.
• Support implementation of new devices, systems and tools to enhance patient experience.

Skills

Leadership

Communication

Decision-making

Operational thinking

Critical thinking

Conflict management

Multitasking

Process review

Interpersonal skills

IT skills

Customer service

Empathy

Analytical ability

Arabic language

Education

Bachelor degree

Business administration/management degree desirable

Job description

Al-Futtaim Health in the UAE is seeking a dynamic leader to supervise the day-to-day activities of Patient Relations Executives (PREs) and support the call center across clinics. You will ensure service standards, coordinate PREs’ projects, and provide hands-on guidance on daily operations to deliver consistent patient care.

You will empower the team to collect patient feedback, generate monthly reports, and convert enquiries to services, while identifying training needs and supporting new