Patient Experience Lead & Care Concierge

Sheikh Shakhbout Medical City; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Sheikh Shakhbout Medical City in Abu Dhabi seeks a Patient Access and Relations Officer to assist patients and families with on-the-spot help, high-quality customer service, and timely information. You will relay feedback to staff, coordinate with medical teams during emergencies, and help resolve conflicts at the point of service.

You will manage complaints, document patient concerns, and work with nursing and physicians to minimize issues while protecting patient privacy.

Qualifications

• High School degree required.
• Diploma in relevant field with 3 years of additional experience.
• CHAM or equivalent certification is desirable.
• Experience in healthcare environment is preferred.

Responsibilities

• Provide information and feedback to staff and management for quality purposes.
• Coordinate logistics and medical care in emergencies.
• Assist in handling patient complaints and resolving conflicts at the point of service.
• Maintain patient confidentiality in line with policy.
• Record and track patient requests in the department database.
• Act as a visible point of contact for patients, families and visitors.
• Promote a culture of safety and collaboration within the hospital.

Skills

Customer service

Communication

Conflict resolution

Problem solving

Multi-tasking

Teamwork

Education

High School degree

Diploma in relevant field

CHAM certification

1-3 years Healthcare experience

Tools

Database systems

Job description

Sheikh Shakhbout Medical City in Abu Dhabi seeks a Patient Access and Relations Officer to assist patients and families with on-the-spot help, high-quality customer service, and timely information. You will relay feedback to staff, coordinate with medical teams during emergencies, and help resolve conflicts at the point of service.

You will manage complaints, document patient concerns, and work with nursing and physicians to minimize issues while protecting patient privacy.