Senior Officer - Patient Experience And Call Center

Sheikh Khalifa Medical City Ajman; Ajman; On-site; AED 60,000 - 90,000; Full time

Job summary

Sheikh Khalifa Medical City Ajman seeks a service-focused professional to support patient experience and Call Center operations, resolve concerns, and guide the team in delivering excellent customer service.

You will manage patient feedback, coordinate with hospital departments to ensure timely resolution, coach staff, and monitor service KPIs to identify improvement opportunities.

Qualifications

• Bachelor's degree in a related discipline.
• Minimum 6 years of relevant experience, including supervisory experience.
• Good communication skills in Arabic and English.
• Knowledge of Hospital Information Management systems, telephone systems, appointment scheduling, and hospital services.
• Strong problem-solving, teamwork, and organisational skills.
• Ability to prioritise tasks and work effectively in a fast-paced environment.
• Excellent MS Office skills preferred.

Responsibilities

• Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
• Manage patient feedback and complaints, coordinating with hospital departments to ensure timely resolution.
• Handle complex or urgent concerns and escalate them when required.
• Support and coach team members, including training and onboarding new staff.
• Monitor service KPIs, prepare reports, and identify opportunities for improvement.
• Coordinate with hospital departments to resolve complex or urgent patient concerns.
• Maintain accurate records and protect patient confidentiality.

Skills

Communication skills

Teamwork

Organisational skills

Problem solving

Prioritisation

Education

Bachelor's degree

Tools

Hospital Information Management systems

Telephone systems

Appointment scheduling

MS Office

Job description

Job Description:

We are seeking a service-focused professional to support patient experience and Call Center operations, resolve patient concerns, and guide the team in delivering excellent customer service.

Responsibilities

• Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
• Manage patient feedback and complaints, coordinating with hospital departments to ensure timely resolution.
• Handle complex or urgent concerns and escape them when required.
• Support and coach team members, including training and onboarding new staff.
• Monitor service KPIs, prepare reports, and identify opportunities for improvement.
• Coordinate with hospital departments to resolve complex or urgent patient concerns.
• Maintain accurate records and protect patient confidentiality.

Qualifications

• Bachelors Degree in a related discipline.
• Minimum 6 years of relevant experience, including supervisory experience in the functional area.
• Good communication skills in Arabic and English, both written and spoken.
• KnowledgeofHospital Information Management systems,telephone systems, appointment scheduling, and hospital services.
• Strong problem-solving, teamwork, and organisational skills.
• Ability to prioritise tasks and work effectively in a fast-paced environment.
• Excellent MS Office skills preferred.

Requirements: