Patient Relation Specialist

Job Summary

Customer Service & Patient Relations

• Provide exceptional customer service to all patients and visitors.
• Respond promptly and professionally to inquiries received via phone, WhatsApp, email, social media, and walk-in visits.
• Provide accurate information regarding clinic services, cosmetic procedures, dermatology treatments, pricing, packages, and promotions.
• Address patient concerns, complaints, and feedback while ensuring timely resolution.
• Maintain a positive patient experience and build long-term patient relationships.

Call Center Operations

• Handle all incoming and outgoing calls professionally.
• Convert inquiries into consultation and treatment appointments.
• Conduct follow-up calls for consultations, treatments, and promotional campaigns.
• Confirm, reschedule, and cancel appointments as required.
• Follow up with missed appointments and inactive patients.
• Achieve appointment booking and conversion targets established by management.

Front Desk & Reception Duties

• Welcome patients and visitors in a professional and friendly manner.
• Manage patient registration, check-in, and check-out processes.
• Verify and update patient information and records.
• Coordinate patient flow and communicate waiting times effectively.
• Ensure reception and waiting areas are organized, clean, and presentable.
• Assist patients with forms, consent documents, and clinic procedures.

Surgery Coordination

• Coordinate the complete surgical patient journey from consultation to post-operative follow-up.
• Explain surgical procedures, timelines, requirements, and recovery expectations to patients.
• Prepare and present treatment plans, quotations, and financial arrangements.
• Schedule surgeries in coordination with surgeons, nursing staff, and operating room availability.
• Ensure all pre-operative requirements, laboratory tests, medical clearances, and consent forms are completed.
• Communicate surgery schedules and instructions to patients.
• Coordinate post-operative appointments and patient follow-up.

Appointment & Schedule Management

• Manage doctors' consultation and treatment schedules efficiently.
• Optimize appointment utilization and minimize scheduling conflicts.
• Send appointment confirmations and reminders.
• Maintain waiting lists and support effective clinic scheduling.

Billing & Financial Coordination

• Process payments and issue receipts according to clinic policies.
• Coordinate with the finance department regarding billing inquiries and payment collections.

Patient Follow-Up & Retention

• Conduct post-treatment and post-surgery follow-up calls.
• Monitor patient satisfaction and address concerns promptly.
• Encourage patient retention through ongoing communication and relationship management.
• Promote clinic services, loyalty programs, and special offers.

Documentation & Reporting

• Maintain accurate and confidential patient records within the clinic management system.
• Record all patient communications and interactions.
• Ensure proper filing of consent forms, medical reports, and treatment documentation.
• Maintain compliance with healthcare regulations, patient confidentiality standards, and clinic policies.

Team Coordination

• Liaise effectively with doctors, nurses, finance, marketing, and management teams.
• Support operational activities to ensure smooth clinic workflow.
• Participate in training programs, meetings, and quality improvement initiatives.

Qualifications

• Diploma or Bachelor's Degree in Healthcare Administration, Business Administration, Customer Service, or a related field.
• Minimum 2–3 years of experience in a cosmetic clinic, aesthetic center, healthcare facility, or customer service environment.
• Fluent in Arabic and English (spoken and written).
• Proficiency in Microsoft Office and Clinic Management/CRM Systems.

Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Sales and conversion skills.
• Appointment scheduling and coordination skills.
• Professional telephone etiquette.
• Problem-solving and conflict-resolution abilities.
• Organizational and multitasking skills.
• Attention to detail and accuracy.
• Ability to work under pressure and meet targets.
• Confidentiality and professionalism.
• Teamwork and collaboration.

Key Performance Indicators (KPIs)

• Patient satisfaction score.
• Appointment booking rate.
• Lead-to-consultation conversion rate.
• Consultation-to-treatment conversion rate.
• Surgery conversion rate.
• Number of appointments managed.
• Follow-up completion rate.
• No-show reduction rate.
• Revenue generated from converted leads and surgical bookings.
• Accuracy of patient records and documentation.
• Response time to patient inquiries.

Working Conditions

• Full-time position.
• Working schedule: 6 days per week, as per the clinic's approved working hours and shift schedule

Salary Range