Patient Experience Lead — Healthcare Operations

Mediclinic; Abu Dhabi; On-site; AED 180,000 - 240,000; 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 coordinate facility feedback loops. This senior role focuses on closing non-clinical complaints while bridging clinical feedback with the Clinical Complaint Unit, reporting to the Client Relations Manager.

The role monitors NPS, drives action plans, and guides clinical and non-clinical staff to ensure service excellence and policy alignment across

Qualifications

• Essential degree in healthcare management, business administration, hospitality, or related field.
• Desirable certification in service excellence, conflict resolution, or patient experience management.
• Minimum 3 years in healthcare operations, client experience, or customer service.
• Experience handling client feedback and complaints.

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 staff on client experience policies and standards.
• Coordinate with external survey providers and internal teams.

Skills

CX Design

Healthcare CX

NPS interpretation

Communication

Stakeholder Eng

Coaching

Relationship Mgmt

Empathy

Data analysis

Education

Bachelor's degree in healthcare management

Certification in service excellence

Job description

Mediclinic Airport Road Hospital in Abu Dhabi is seeking a Client Relations Supervisor to lead day-to-day patient experience initiatives and coordinate facility feedback loops. This senior role focuses on closing non-clinical complaints while bridging clinical feedback with the Clinical Complaint Unit, reporting to the Client Relations Manager.

The role monitors NPS, drives action plans, and guides clinical and non-clinical staff to ensure service excellence and policy alignment across