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 Men's Health Women's 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 Bachelor's 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 presentable.Excellent communication and interpersonal skills.Strong leadership and team management capabilities.Patient-focused and service-oriented. High emotional intelligence and strong problem-solving skills.Excellent organizational and multitasking abilities.Strong attention to detail.Able to remain calm and professional when handling difficult or demanding patients.Comfortable working with VIP, high-profile, and international patients.Strong sense of confidentiality and professionalism.Proactive, responsible, and results-oriented.Passionate 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: medicalcenter@hyfuae.com Contact: +971 55 851 2092 Website: hyf.ae