Patient Experience Coordinator (Premium Healthcare Clinic)
Position: Patient Experience Coordinator
Location: Dubai, UAE (Must be currently residing in and legally eligible to work in Dubai)
Department: Patient Relations & Clinic Operations
Reports to: Clinic Manager / Practice Director
Our Clinic & Ethos
We are a leading premium healthcare clinic in Dubai, dedicated to providing an exceptional standard of medical care within a discreet, luxurious, and highly personalised environment. Our philosophy centres on a holistic patient journey, where clinical excellence is seamlessly interwoven with impeccable service, privacy, and attention to detail. We seek a Patient Experience Coordinator who embodies this ethos and becomes the trusted first point of contact for our discerning clientele.
Core Purpose of the Role
To be the central orchestrator of the patient journey, ensuring flawless, five-star service from initial inquiry through to post-treatment follow-up. You will serve as the primary ambassador for our brand, managing all patient interactions with utmost professionalism, empathy, and discretion. Your role is critical in converting inquiries into lasting patient relationships, optimising clinic efficiency, and upholding the highest standards of our premium environment.
Detailed Responsibilities & Duties
1. Premium Patient Liaison & Communication:
- Act as the first and primary point of contact for all patient inquiries via phone, email, and in-person visits.
- Conduct consultations with potential patients, understanding their needs, and expertly presenting our services, consultants, and unique value proposition.
- Schedule and manage appointments with precision, coordinating complex schedules of multiple specialists and treatment rooms.
- Handle all communication with the fluency, warmth, and confidence expected in a luxury service setting.
2. Journey Management & Administrative Excellence:
- Own the entire patient administrative pathway: from registration and consent forms to detailed treatment plans and financial agreements.
- Maintain impeccable, confidential electronic health records (EHR) with 100% accuracy.
- Coordinate pre- and post-treatment care instructions, ensuring patients feel fully informed and supported at every stage.
- Manage inventory of clinic supplies and patient amenities, ensuring all materials reflect our premium brand.
3. Concierge-Level Service & Relationship Management:
- Provide a concierge-style service, anticipating patient needs which may include arranging transportation, coordinating with translators, or managing special requests.
- Build and nurture long-term relationships with patients, remembering personal preferences and fostering loyalty.
- Professionally manage patient feedback, concerns, or complaints, resolving issues swiftly and escalating when necessary to maintain trust.
4. Clinic Operations & Tech-Savvy Support:
- Utilise our advanced Practice Management Software (PMS), EHR systems, and other digital tools to streamline operations.
- Manage the clinic diary to optimise utilisation and minimise gaps or overruns.
- Process payments, manage billing inquiries, and coordinate with insurance providers where applicable, with absolute discretion regarding financial matters.
- Ensure the reception and patient lounge areas are always presented to a luxurious standard.
STRICT PERSONAL SPECIFICATION & CRITERIA
✅ Mandatory Requirements (Non-Negotiable):
- Native English Speaker: Possessing native-level fluency, with perfect grammar, a refined accent, and the nuanced communication skills essential for a high-trust environment.
- Dubai-Based: Currently residing in Dubai with a valid residence visa and immediate availability for interviews and employment. Applicants not meeting this will not be considered.
- Professional Presentation: Impeccable personal presentation, polished demeanour, and professional attire that aligns with a luxury brand image.
- Proven Experience: Minimum of 3 years in a high-end client-facing role within either:
- A premium private clinic, hospital, or aesthetic medical practice; OR
- A luxury service environment (e.g., five-star hotel guest relations, exclusive members’ club, high-net-worth individual private assistance, luxury retail management).
🌟 Core Competencies & Attributes:
- Elite Communicator: Exceptional verbal and written communication skills. Confident, articulate, and able to build instant rapport with a diverse, high-profile clientele.
- Emotional Intelligence & Discretion: High EQ, empathy, and unwavering discretion. Must handle all patient information with the utmost confidentiality.
- Organisational Mastery: A meticulous, process-driven individual with outstanding time-management skills and the ability to prioritise a complex, dynamic workload.
- Tech Proficiency: Highly tech-savvy, with rapid adaptability to new software (PMS, EHR, Microsoft 365/Google Workspace). Typing speed and accuracy are essential.
- Grace Under Pressure: Remains calm, professional, and solution-oriented in a fast-paced environment. A natural problem-solver who takes ownership.
➕ Highly Desirable:
- Additional language skills (particularly Arabic, Russian, or French).
- Formal training or certification in customer service, administration, or healthcare management.
What We Offer
- A competitive, tax-free salary commensurate with experience in the premium healthcare sector.
- The opportunity to work in a state-of-the-art clinical environment with leading medical professionals.
- A central role in a respected, growing practice that values excellence and professional development.
- A structured onboarding process and a supportive team culture.
