Patient Experience Lead (Healthcare Operations)

Al-Futtaim; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Al-Futtaim Health in the UAE seeks a seasoned supervisor to oversee the Patient Relations Executives and support the call center in all aspects of patient experience. You will guide daily operations, drive service standards, and collaborate with leadership to optimize patient journeys.

Ideal candidates bring leadership, strong communication, and a patient-centric mindset, with experience in healthcare or customer service settings.

Qualifications

• Significant experience managing a team of administrators.
• Experience in customer care and administration/booking roles with commercial awareness.
• Bachelor's degree or higher; business admin/management is desirable.

Responsibilities

• Oversee PREs department, performance and functions; report concerns with evidence.
• Organize and administer PREs projects/tasks per clinic needs.
• Act as floor supervisor to ensure effective day-to-day activity and service excellence.
• Empower PREs to collect patient feedback via satisfaction surveys and report monthly results.
• Ensure conversion of enquiries to services to meet targets.
• Draft monthly rosters and identify training needs.

Skills

Leadership

Supervisory skills

Communication

Decision making

Operational thinking

Critical thinking

Conflict management

Multitasking

Process review

Interpersonal skills

IT skills

Customer service

Empathy & care

Analytical ability

Education

Bachelor's degree

Business administration/management degree desirable

Job description

Al-Futtaim Health in the UAE seeks a seasoned supervisor to oversee the Patient Relations Executives and support the call center in all aspects of patient experience. You will guide daily operations, drive service standards, and collaborate with leadership to optimize patient journeys.

Ideal candidates bring leadership, strong communication, and a patient-centric mindset, with experience in healthcare or customer service settings.