Patient Experience Lead | Call Center & Service Excellence

Sheikh Khalifa Medical City Ajman; Ajman; On-site; AED 180,000 - 240,000; Full time

Job summary

Sheikh Khalifa Medical City Ajman is seeking a service-focused professional to support patient experience and Call Center operations. You will resolve patient concerns and guide the team in delivering excellent customer service.

Responsibilities include addressing enquiries, managing feedback, coaching staff, monitoring KPIs, and ensuring confidentiality while coordinating with hospital departments for timely problem resolution.

Qualifications

• Bachelor's degree in a related discipline.
• 6+ years of relevant experience with supervisory experience.
• Proficient in Arabic and English, both written and spoken.
• Knowledge of hospital information systems and scheduling.
• Strong problem-solving and teamwork abilities.
• Ability to prioritise tasks in a fast-paced environment.
• Excellent MS Office skills.

Responsibilities

• Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
• Manage patient feedback and complaints, coordinating with hospital departments for timely resolution.
• Handle complex or urgent concerns and elevate them when required.
• Support and coach team members, including training and onboarding new staff.
• Monitor service KPIs, prepare reports, and identify opportunities for improvement.
• Coordinate with hospital departments to resolve complex or urgent patient concerns.
• Maintain accurate records and protect patient confidentiality.

Skills

Bilingual Arabic/English

MS Office

Teamwork

Problem solving

Organisational skills

Prioritisation

Communication skills

Education

Bachelor's degree

Tools

Hospital Information Management systems

Telephone systems

Appointment scheduling

Hospital services

Job description

Sheikh Khalifa Medical City Ajman is seeking a service-focused professional to support patient experience and Call Center operations. You will resolve patient concerns and guide the team in delivering excellent customer service.

Responsibilities include addressing enquiries, managing feedback, coaching staff, monitoring KPIs, and ensuring confidentiality while coordinating with hospital departments for timely problem resolution.