Patient Experience Outreach Specialist

Aster DM Healthcare; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Aster DM Healthcare invites applications for a Service Excellence Associate in Dubai. The role involves engaging with patients after hospital interactions (Inpatient, Outpatient, and Emergency Room) about 72 hours post-visit.

You will make outbound calls, collect feedback, understand needs, and show empathy across the patient journey. You will document feedback in the system, ensure confidentiality, and assist service recovery with the Line manager.

Qualifications

• 1-3 years of experience in Customer Service roles handling complaints, feedback, and queries.
• Preferred Call centre experience.
• Experience in high-volume Inbound/outbound calling is essential.
• Basic knowledge of hospital/clinic processes and medical terminology preferred.
• Understanding of healthcare unit operations will be an added advantage.

Responsibilities

• Make high-volume outbound calls to patients (post 72 hours of IP, OP & ER visits).
• Collect patient feedback on hospital services, facilities, and care provided.
• Identify patient needs, concerns, and queries.
• Demonstrate empathy and active listening while addressing patient experiences.
• Document feedback accurately in the system for reporting and analysis.
• Ensure patient confidentiality and compliance with healthcare communication protocols.
• Support service recovery efforts in coordination with the Line manager.
• Contribute to improving patient satisfaction scores by providing actionable insights.
• Excellent communication skills (English language proficiency). Strong empathy, patience, and active listening abilities.
• Ability to manage difficult conversations with professionalism.
• Data entry and documentation accuracy with a great typing speed.
• Problem-solving and customer-centric mindset.

Skills

Outbound calls

Active listening

Empathy

Communication skills

Data entry

Typing speed

Problem-solving

Customer focus

Job description

Aster DM Healthcare invites applications for a Service Excellence Associate in Dubai. The role involves engaging with patients after hospital interactions (Inpatient, Outpatient, and Emergency Room) about 72 hours post-visit.

You will make outbound calls, collect feedback, understand needs, and show empathy across the patient journey. You will document feedback in the system, ensure confidentiality, and assist service recovery with the Line manager.