Head of Section - Patient Experience

About the role

The Head of Section – Patient Experience will lead the design and delivery of seamless, patient‑centred services across the healthcare journey. Reporting to senior leadership, this role ensures that digital and real‑time solutions meet patient needs while supporting efficient operations in a high‑volume government setting.

Key responsibilities

• Develop and implement services that anticipate and fulfil patient needs.
• Drive the adoption of digital identity and real‑time patient services across the organization.
• Collaborate with digital and other departments to minimise patient data requirements and integrate with external government databases.
• Oversee day‑to‑day operations of service desks, ensuring effective incident and patient management.
• Ensure front‑desk teams are adequately staffed and equipped for high patient flows across all shifts, including weekends and holidays.
• Perform other related tasks as assigned by senior management.

Required profile

• Bachelor’s degree in Healthcare Administration, Nursing, or a related field.
• Minimum of 8 years managing a 24/7 front‑desk operation in a high‑pressure environment.
• Deep understanding of healthcare systems, patient engagement, and process‑improvement methodologies.
• UAE family book holder.

Required skills

• Proficiency with Microsoft Excel, Word, and Access.
• Experience using the Salama health platform (highly valuable).
• Patient Engagement expertise.
• Nursing knowledge.
• Healthcare Administration competence.
• Process Improvement Methodologies.