[ref. o73166702] Patient Experience Team Lead
Job description / Role
Employment: Full Time
Irwin & Dow is proud to be partnering with a new client to recruit a highly capable and service-driven Patient Experience Team Lead to oversee front office and call centre operations across their UAE locations. This is a key leadership role responsible for ensuring that patients and their families receive a consistently professional, compassionate, and efficient service from their very first point of contact.
Reporting to the Head of Client Experience, the Patient Experience Team Lead will manage the daily operations of the reception and call centre teams, ensuring that every interaction meets the highest standards of care, confidentiality, and regulatory compliance.From handling patient scheduling and inbound communications to supporting clinic workflow and managing team performance, this role requires a proactive leader who can motivate staff, manage performance, and streamline operations to ensure an optimal patient journey.
The role is responsible for ensuring that communication across all channels – whether face-to-face, telephone, or WhatsApp – is handled with accuracy, professionalism, and empathy.
As the department lead, you will conduct regular team meetings, implement process improvements, and work closely with clinic management to resolve challenges and identify opportunities for enhancing the patient experience. You will take ownership of managing escalations, supervising training and development, overseeing resource planning, and ensuring full adherence to clinic protocols, health authority regulations, and quality standards.You’ll also liaise with government entities, third-party service providers, and auditors as needed, while maintaining a culture of accountability, collaboration, and service excellence within your team.
Requirements:
To be successful in this position, candidates must bring a minimum of three years’ experience in customer service operations, preferably in a healthcare setting, along with at least two years in a team leadership or management role. A bachelor's degree is essential, and familiarity with DHA compliance frameworks and healthcare administrative systems will be highly regarded.You will be a confident communicator in English, with strong interpersonal and coaching skills, excellent organisational ability, and a calm, solutions-focused approach to problem-solving. A flexible mindset, a well-groomed professional appearance, and a commitment to the values of integrity, teamwork, and innovation are also essential.
This is a unique opportunity to join a respected and growing healthcare organisation that places patient wellbeing and service quality at the heart of everything they do. In return, you will be offered a supportive and dynamic work environment, access to continuous development, and the chance to be part of a patient-focused team committed to excellence.
Salary: AED 12,000 to 13,000 per month inclusive of fixed allowances.
About the Company
Irwin & Dow was established in 2013 to provide clients with a unique and highly personalised recruitment service, providing the very top calibre of candidates across the business support and secretarial function.
We provide a refreshing approach, working in close partnership with clients and candidates across diverse industry sectors; large MNC’s, government & semi -government entities, SME’s, local businesses and in the start-up and UHNWI support framework.
Great people equal great success: all our candidates are interviewed personally by a member of the team, and we develop longstanding and in-depth relationships with our clients, understanding their corporate culture and goals to ensure a successful outcome for both parties.
Our values of discretion and diplomacy are paramount, and we are pleased to be a partner of choice for clients and candidates.
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