Senior Customer Service Executive
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Key skills for this role
About the Role
Dubai Herbal & Treatment Centre seeks an experienced Senior Customer Service Executive to lead front-office operations and deliver exceptional patient experiences in a healthcare setting.
Key Skills for This Role
Responsibilities
- Lead and oversee the daily operations of the Customer Service and Reception team
- Deliver an exceptional patient experience from appointment scheduling through post visit follow up
- Handle patient inquiries, concerns, complaints, and escalations professionally and efficiently
- Ensure smooth patient registration, insurance verification, appointment bookings, and billing coordination
- Maintain high standards of patient confidentiality and compliance with healthcare regulations
- Coordinate closely with doctors, nurses, therapists, and other clinical departments to ensure seamless patient care
- Monitor customer satisfaction and implement initiatives to enhance the patient experience
- Train, coach, and support customer service staff to achieve service excellence
- Prepare operational reports and analyze patient feedback to identify improvement opportunities
- Ensure compliance with internal policies, quality standards, and healthcare service protocols
- Assist in developing and improving customer service procedures and workflows
- Promote a welcoming, professional, and patient centered environment
Requirements
- Bachelor's degree in Business Administration, Healthcare Administration, Hospitality Management, or related field
- Minimum 5 years of experience in customer service within a medical clinic, hospital, or healthcare environment
- At least 2 years of experience in a senior or supervisory customer service role
- Strong knowledge of healthcare front office operations and patient journey management
- Experience with hospital or clinic management systems (EMR/HIS) and appointment scheduling software
- Excellent communication and interpersonal skills
- Strong leadership, problem solving, and conflict resolution abilities
- Proficiency in Microsoft Office applications
- Fluent in English; Arabic is an advantage
Full Job Posting
Join Our Team
- Dubai Herbal & Treatment Centre (DHTC) is seeking an experienced and service oriented Senior Customer Service Executive to join our team. The ideal candidate will have a strong background in medical clinics, hospitals, or healthcare facilities, with a passion for delivering exceptional patient exper
Key Responsibilities
- Lead and oversee the daily operations of the Customer Service and Reception team.
- Deliver an exceptional patient experience from appointment scheduling through post visit follow up.
- Handle patient inquiries, concerns, complaints, and escalations professionally and efficiently.
- Ensure smooth patient registration, insurance verification, appointment bookings, and billing coordination.
- Maintain high standards of patient confidentiality and compliance with healthcare regulations.
- Coordinate closely with doctors, nurses, therapists, and other clinical departments to ensure seamless patient care.
- Monitor customer satisfaction and implement initiatives to enhance the patient experience.
- Train, coach, and support customer service staff to achieve service excellence.
- Prepare operational reports and analyze patient feedback to identify improvement opportunities.
- Ensure compliance with internal policies, quality standards, and healthcare service protocols.
- Assist in developing and improving customer service procedures and workflows.
- Promote a welcoming, professional, and patient centered environment.
Qualifications
- Bachelor's degree in Business Administration, Healthcare Administration, Hospitality Management, or a related field.
- Minimum 5 years of experience in customer service within a medical clinic, hospital, or healthcare environment.
- At least 2 years of experience in a senior or supervisory customer service role.
- Strong knowledge of healthcare front office operations and patient journey management.
- Experience with hospital or clinic management systems (EMR/HIS) and appointment scheduling software.
- Excellent communication and interpersonal skills.
- Strong leadership, problem solving, and conflict resolution abilities.
- Proficiency in Microsoft Office applications.
- Fluent in English; Arabic is an advantage.
Preferred Experience
- Experience working in a multidisciplinary medical clinic, wellness centre, or hospital.
- Familiarity with UAE healthcare regulations, insurance processes, and patient service standards.
- Experience handling VIP patients and delivering premium customer service.
- Knowledge of healthcare quality standards and patient satisfaction metrics.
Key Competencies
- Patient Centric Approach
- Leadership & Team Management
- Customer Relationship Management
- Communication & Interpersonal Skills
- Problem Solving & Decision Making
- Time Management & Organization
- Professionalism & Confidentiality
- Attention to Detail
- Service Excellence
- Adaptability & Multitasking
Pay
- AED 5,000.00 AED 6,000.00 per month
Work Location
- In person
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