Patient Experience Lead - Client Relations

Mediclinic International; Abu Dhabi; On-site; AED 156,000 - 312,000; Full time

Job summary

Mediclinic Airport Road Hospital in Abu Dhabi is seeking a Client Relations Supervisor to lead day-to-day patient experience initiatives and close non-clinical complaints, while collaborating with the Clinical Complaint Unit to route feedback.

Reporting to the Client Relations Manager, you will monitor NPS, drive local action plans, perform inpatient rounding, and coach clinical and non-clinical staff to uphold Mediclinic's client-centric standards. This is an on-site role in the UAE.

Qualifications

• Bachelor's degree in healthcare management, business administration, hospitality, or a relevant field.
• Certification or training in service excellence, conflict resolution, or patient experience management.
• Minimum 3 years' experience in healthcare operations, client experience, or customer service, with demonstrated capability in handling client feedback and complaint.

Responsibilities

• Monitor NPS and implement local action plans
• Resolve non-clinical feedback and facilitate clinical complaints
• Conduct proactive inpatient rounding and support outpatient experiences
• Guide and influence staff on client experience policies and standards
• Coordinate with external survey providers and internal teams

Skills

Client Experience Design

Client experience in healthcare

NPS interpretation

Communication & Interpersonal Skills

Stakeholder Engagement

Coaching & Quality Improvement

Client relationships & mentorship

Emotional Intelligence & Empathy

Data analysis & interpretation

Education

Bachelor's degree in healthcare management, business administration, hospitality, or a relevant field

Certification or training in service excellence, conflict resolution, or patient experience management

Job description

Mediclinic Airport Road Hospital in Abu Dhabi is seeking a Client Relations Supervisor to lead day-to-day patient experience initiatives and close non-clinical complaints, while collaborating with the Clinical Complaint Unit to route feedback.

Reporting to the Client Relations Manager, you will monitor NPS, drive local action plans, perform inpatient rounding, and coach clinical and non-clinical staff to uphold Mediclinic's client-centric standards. This is an on-site role in the UAE.