Senior Customer Service Executive

Join Our Team

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

• Professionalism & Confidentiality

• Attention to Detail
• Service Excellence

• Adaptability & Multitasking