Patient Experience Team Lead

Reporting to the Head of Client Experience, this role is responsible for managing 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 patients and staff, oversees and 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 patients and provide accurate and appropriate verbal and written information, including answering queries about services provided and managing escalations.

Qualifications, Skills & Experience

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 a healthcare setting.

Experience with Ministry of Health, Dubai Health Authority, and Dubai Healthcare City regulations.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Wellness and Fitness Services

Hospitals and Health Care

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