Patient Experience & Service Quality Manager – Dermatology Clinic

Role Overview

Job Details

• Location: Umm Suqeim 1, Dubai, UAE.
• Job type: Full-time.
• Work location: In person.
• The source title identifies the role as a Manager, while the description heading identifies it as a Coordinator.

Inquiry, Reception, and Experience

• Coordinate prompt responses to leads and patient inquiries with marketing and telemarketing teams.
• Monitor response times and improve lead-to-appointment conversion.
• Train and coach teams on telephone communication and sales techniques.
• Monitor recorded calls and the quality of phone and digital patient communication.
• Maintain professionalism and patient satisfaction across communications.
• Ensure an excellent patient experience from arrival until departure.
• Monitor reception and front-desk service standards.
• Support loyalty enrollment, patient reviews, additional services, and treatment introductions.

Retention and Quality

• Follow up after treatments to check patient experience and collect feedback.
• Build relationships with VIP patients and manage Premium Loyalty Program expectations.
• Support patient retention and rebooking initiatives.
• Ensure patient-journey SOPs are followed consistently.
• Coordinate treatment documentation and completion of patient consent forms.
• Monitor payment collection processes and escalate operational gaps to management.

Complaints and Service Development

• Receive, investigate, document, resolve, and escalate patient complaints and concerns.
• Monitor complaint trends and recommend preventive or corrective actions.
• Collaborate on treatment packages, promotions, offers, campaign schedules, and pricing.
• Conduct competitor research covering pricing, promotions, packages, and services.
• Identify opportunities to improve or diversify services based on patient demand and market trends.

Qualifications and Requirements

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

Compensation

• Pay starts at AED 6,000 per month.