This role is responsible for overseeing the complete patient journey—from the initial inquiry and appointment booking through reception, treatment, follow-up, and retention. The successful candidate will work closely with the reception, telemarketing, nursing, sales, marketing, and medical teams to ensure an exceptional patient experience while maintaining high service and operational standards.

The ideal candidate should have a strong background in patient relations, customer service, clinic operations, sales coordination, or healthcare hospitality, with excellent communication and problem-solving skills.

Key Responsibilities

1. Inquiry & Booking Management

Coordinate with the Marketing Manager and telemarketing team to ensure all leads and patient inquiries are contacted promptly.
Monitor response times and help improve lead-to-appointment conversion.
Train and coach the team on effective telephone communication and sales techniques.
Monitor the quality of calls and patient communication, including reviewing recorded calls when required.
Maintain high standards of professionalism and patient satisfaction across phone and digital communications.

2. Patient Reception & Experience

Ensure an excellent patient experience from the moment the patient enters the clinic until they leave.
Monitor reception and front-desk service standards.
Encourage eligible patients to register for the clinic's loyalty program.
Encourage satisfied patients to provide feedback and reviews.
Identify opportunities to introduce patients to relevant additional treatments and services in coordination with the medical and sales teams.
Ensure patients feel welcomed, valued, and well cared for throughout their visit.

3. Patient Retention & Relationship Management

Follow up with patients after treatments to check on their experience and collect feedback.
Build and maintain strong relationships with VIP patients.
Manage the requirements and expectations of Premium Loyalty Program members.
Support patient retention and rebooking initiatives.
Identify opportunities to improve patient loyalty and long-term relationships.

4. SOP & Quality Compliance

Ensure clinic Standard Operating Procedures (SOPs) related to the patient journey are consistently followed.
Coordinate with the nursing team to ensure proper treatment documentation is completed.
Ensure required patient consent forms are properly completed and signed.
Monitor payment collection processes and coordinate with the appropriate teams to ensure payments are handled correctly.
Identify service or operational gaps and escalate them to management when necessary.

5. Patient Feedback & Complaint Resolution

Receive and professionally manage patient complaints and concerns.
Investigate complaints and coordinate with the relevant departments to resolve issues promptly.
Escalate significant complaints to management when required.
Maintain proper records of complaints, actions taken, and resolutions.
Monitor complaint trends and recommend preventive or corrective actions.
Collect and document patient feedback following treatments whenever possible.
Work toward maintaining a consistently low monthly complaint rate and high patient satisfaction.

6. Service Development & Commercial Support

Collaborate with doctors, management, and the sales team to develop treatment packages.
Assist in developing monthly promotions, offers, and campaign schedules.
Conduct competitor research, including pricing, promotions, packages, and services.
Support management in reviewing and developing treatment pricing.
Identify opportunities to improve or diversify the clinic's services based on patient demand and market trends.

Qualifications & Requirements

Previous experience in patient experience, customer service, clinic operations, patient relations, healthcare hospitality, or a similar role.
Experience in a dermatology, aesthetic, cosmetic, dental, or premium healthcare clinic is highly preferred.
Strong leadership, coaching, and team coordination skills.
Excellent English communication and interpersonal skills.
Strong complaint-handling and problem-solving abilities.
Comfortable working with sales targets, patient retention, and service-quality KPIs.
Strong organizational skills and attention to detail.
Ability to communicate professionally with VIP and high-value patients.
Good understanding of patient confidentiality and professional healthcare standards.
Ability to work effectively across reception, nursing, medical, marketing, and sales teams.

Ideal Candidate

We are looking for someone who is patient-focused, proactive, commercially aware, and highly attentive to service quality. You should be comfortable taking ownership of the entire patient journey, coaching front-line teams, resolving complaints, improving processes, and finding opportunities to strengthen patient satisfaction and retention.

To Apply:
Please submit your updated CV through Indeed. Candidates with relevant experience in dermatology, aesthetics, beauty, or premium healthcare clinics in the UAE are encouraged to apply.

Pay: From AED6,000.00 per month

Work Location: In person

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