Senior Officer - Patient Experience

About the role

A hospital in Ajman, United Arab Emirates, is looking for a service-focused Senior Officer to support patient experience and call center operations, resolve patient concerns and guide the team in delivering excellent customer service. The role is full-time and mid-level.

Key responsibilities

• Ensure a positive experience for patients, visitors and stakeholders by addressing enquiries and resolving concerns
• Manage patient feedback and complaints, coordinating with hospital departments for timely resolution
• Handle complex or urgent concerns and escalate them when required
• Support and coach team members, including training and onboarding new staff
• Monitor service KPIs, prepare reports and identify opportunities for improvement
• Maintain accurate records and protect patient confidentiality

Required profile

• Bachelor's degree in a related discipline
• Minimum 6 years of relevant experience, including supervisory experience in the functional area
• Good written and spoken Arabic and English
• Strong problem-solving, teamwork and organisational skills
• Ability to prioritise tasks and work in a fast-paced environment

Required skills

• Knowledge of hospital information management systems, telephone systems, appointment scheduling and hospital services
• Excellent MS Office skills preferred