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 manages the day-to-day front office and call center functions, ensuring clinic support staff meet goals for optimal patient flow, scheduling, inbound and outbound call response, and managing Whats App communication. The role involves creating a professional and friendly atmosphere for patients and staff, overseeing organizational processes, and maintaining patient satisfaction, quality, and accuracy of work. The post holder must ensure staff perform duties efficiently, provide training, support, and resolve issues. Follow-up with patients and providing accurate verbal and written information, including handling queries and escalations, are also key responsibilities. Qualifications, Skills & Experience At least 2 years’ managerial experience in a Clinic/OPD or appropriate healthcare environment in a leadership role. At least 3 years’ operational experience in a customer service industry, preferably healthcare. Knowledge of 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 Healthcare This job posting is active and available. #J-18808-Ljbffr