Director of Patient Services & Patient Experience

About HYF Medical Center

HYF Medical Center is an international healthcare provider located in Dubai United Arab Emirates.

We specialize in:Longevity Medicine Precision Health Management Functional Medicine Regenerative Medicine Dermatology & Aesthetic Medicine Mens Health Womens Health

Our mission is to help our members Live Longer Live Better through personalized science-based healthcare and preventive medicine.

Director of Patient Services & Patient Experience

Vacancies: 1 Position

Department: Operations / Patient Services

Location: Jumeirah 1 Dubai UAE

Employment Type: Full-time

Salary: AED15000-20000

Key Responsibilities

1.Patient Services Management

Lead and oversee the overall Patient Services and Customer Service functions of the medical center.

Manage and supervise Receptionists Patient Coordinators Customer Service Officers and other front-office service staff.

Establish and maintain professional patient service standards policies procedures and SOPs.

Ensure smooth coordination between patients physicians nurses reception sales insurance and management teams.

Monitor daily patient flow and ensure efficient appointment registration consultation treatment payment and follow-up processes.

Ensure all patient service activities comply with DHA regulations clinic policies and professional healthcare standards.

2.VIP & International Patient Experience

Develop and maintain a premium patient experience for VIP high-profile and international patients.

Personally oversee important VIP patients and ensure their appointments consultations treatments and follow-ups are professionally coordinated.

Establish personalized service standards for international patients from initial inquiry through post-treatment follow-up.

Coordinate with physicians nurses management and other departments to provide seamless patient care.

Build long-term relationships with patients and improve patient retention and loyalty.

3.Customer Service & Patient Satisfaction

Develop and implement patient service standards and customer experience procedures.

Monitor patient satisfaction and identify areas for service improvement.

Handle and resolve patient complaints concerns and service issues professionally and efficiently.

Establish a structured complaint management and escalation process.

Conduct regular reviews of patient feedback and implement corrective and preventive actions.

Continuously improve the overall patient journey and service quality.

4.Patient Conversion & Business Support

Work closely with the Marketing Business Development Sales and Medical teams to improve patient conversion and retention.

Support the conversion of inquiries into consultations treatments procedures and follow-up appointments.

Ensure timely follow-up with prospective and existing patients.

Develop strategies to increase repeat visits and long-term patient relationships.

Support high-value medical aesthetic regenerative medicine and health management programs.

5.Team Leadership & Training

Recruit train supervise and develop the Patient Services team.

Establish clear performance standards and KPIs for customer service staff.

Conduct regular training on communication patient handling service standards complaint management and VIP patient service.

Monitor staff performance and provide coaching and continuous improvement.

Build a professional efficient and service-oriented team culture.

Insurance & Patient Coordination

Coordinate with the insurance and TPA teams to ensure a smooth patient experience for insured patients.

Ensure patients receive accurate information regarding appointments eligibility approvals and required documentation.

Coordinate with Finance Insurance Reception and Medical teams to resolve patient billing and insurance-related issues.

6.Management & Reporting

Prepare regular reports on patient satisfaction complaints service performance patient retention and team KPIs.

Monitor patient service performance and identify operational improvement opportunities.

Provide recommendations to senior management regarding patient experience and operational efficiency.

Participate in management meetings and strategic planning.

Support the development and implementation of clinic-wide patient experience strategies.

Qualifications

Education

Bachelors Degree in Healthcare Management Business Administration Hospitality Management Healthcare Administration or a related field Preferred.

Additional qualifications in Healthcare Management Patient Experience Customer Service or Hospitality are an advantage.

Experience

5 years of professional experience in healthcare medical centers hospitals premium clinics or related service industries Preferred.

Minimum 3 years of management or supervisory experience-Mandatory

Previous experience as a Patient Services Manager Customer Service Manager Patient Experience Manager Clinic Operations Manager Front Office Manager or similar position.

Experience in premium healthcare aesthetic medicine dermatology regenerative medicine wellness or VIP medical services is highly preferred.

Experience managing VIP and international patients is highly desirable.

Experience managing multicultural teams and international clientele is an advantage.

Professional Skills

Strong competency in:Patient Services Management;Patient Experience Management;Customer Service Management;VIP Patient Management;Complaint & Conflict Resolution;Team Leadership & Staff Training;Patient Retention;Patient Follow-up;Customer Relationship Management (CRM);

Healthcare Operations;Insurance / TPA Coordination;KPI Management & Reporting;Service Quality Improvement;SOP Development & Implementation

Language Requirements

Excellent English communication skills Mandatory

Chinese language skills Highly Preferred

Arabic or Russian language skills are an advantage.

Personal Attributes

Professional confident and highly communication and interpersonal leadership and team management -focused and service-oriented.

High emotional intelligence and strong problem-solving organizational and multitasking attention to to remain calm and professional when handling difficult or demanding working with VIP high-profile and international sense of confidentiality and responsible and about premium healthcare and delivering an exceptional patient experience.

Key Performance Indicators (KPIs)

The successful candidate will be expected to improve and monitor:

Patient Satisfaction Score;Patient Complaint Resolution Rate;Patient Retention Rate;Repeat Visit Rate;Patient Follow-up Rate;Inquiry-to-Consultation ;Consultation-to-Treatment Conversion;VIP Patient Satisfaction;Service Response Time;Front Office Service Efficiency;Team Performance & Productivity

Benefits

Competitive Salary based on experience and qualifications

DHA-compliant medical insurance

Employment visa

Paid annual leave

Professional training opportunities

Opportunity to work with international and experienced medical experts

Career growth opportunities

Professional and multicultural working environment

How to Apply

Please send your English CV to:

HR Email:

Contact:

Website: