Patient Experience Team Lead

DISC - Diversified Integrated Sports Clinic; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading healthcare clinic is seeking a Patient Experience Team Lead to manage the Front Office and Call Center teams, ensuring an exceptional patient experience. This role involves overseeing day-to-day operations, ensuring compliance with healthcare regulations, and training staff for optimal service delivery. The ideal candidate will have a blend of managerial experience in a healthcare environment and a strong customer service background.

Qualifications

• 2 years managerial experience in a healthcare environment.
• 3 years operational experience in customer service, preferably healthcare.
• Knowledge of health regulations in Dubai.

Responsibilities

• Manage the Patient Experience Front Office and Call Center Teams.
• Ensure compliance with standards and enhance patient experience.
• Oversee staff training and manage patient communication.

Skills

Customer Service

Patient Satisfaction

Communication

Education

Bachelor’s degree or equivalent

Job description

Reporting to the Head of Client Experience, this role is responsible to manage the Patient Experience Front Office Team and Call Center Team as the first point of contact for patients and visitors to DISC Clinics ensuring compliance with set standards and procedures to enhance patient experience.

The Patient Experience Team Lead is responsible for managing the day-to-day front office and call center functions and for ensuring that clinic support staff meet the goals and objectives for optimal DISC patient flow, scheduling, inbound and outbound call response and managing WhatsApp messenger communication. The post holder creates a professional and friendly atmosphere for all patientsand staff, overseesand maintains organizational processes, patient satisfaction, quality, and accuracy of work, performed by staff. The post holder must ensure staff are able to perform duties in the most efficient and effective manner; provide training, information, and problem solving. The post holder must follow up with patientsand provide accurateand appropriate verbal and writteninformation including answering queriesabout services providedand to manage escalations.

Qualifications, Skills& Experience

• Bachelor’s degree or equivalent qualification.
• At least 2 years’managerial experience in a Clinic/OPD or appropriate healthcare service environment in a management or leadership capacity.
• At least 3 years’ operational experience in a customer service industry, preferably in healthcare setting.
• Experience of Ministry of Health, DubaiHealth Authority and Dubai Healthcare City regulations.