Job Description

Every visit begins before a family ever walks through our door. You are where it begins.

This role exists because we believe the first phone call, the first message, and the first minute at the front desk shape everything a family feels about us — before any clinician says a word. The person who holds this role is not support staff. They are the front line of a standard.

WHO WE ARE

Gentle Procedures Dubai is the first international clinic of The Pollock Group — a Canadian medical institution recognised globally for transforming circumcision care through precision, warmth, and an uncompromising commitment to the patient. We are a specialist circumcision clinic — the regional home of the Pollock Technique™. Our founder, Dr. Neil Pollock, has performed more circumcisions than almost anyone on earth.

We are launching in Jumeirah. We are not filling seats — we are making foundational hires. The people who join us now will define what this clinic becomes.

THE ROLE

Most clinics treat the front desk as admin. We treat it as the first act of care.

As a Patient Experience Coordinator, you are the voice on the phone when an anxious parent calls for the first time, the person who makes booking feel effortless, and the one who keeps the day running so smoothly that no family ever feels rushed, forgotten, or processed. You own patient relations at the moment they matter most — and you work alongside our Patient Experience Lead and clinical team to build the front-of-house standard, not inherit one.

We are hiring two coordinators — one fluent in Arabic and English, one in English — identical in seniority and scope, both working daily with our Patient Experience Lead.

On any given day, you might:

• Answer a first-time call from a nervous parent and make them feel — within thirty seconds — that they have already arrived somewhere good
• Manage the day’s schedule with enough foresight that no patient waits and no colleague is caught off guard
• Register a family, handle a payment, and confirm tomorrow’s bookings — accurately, calmly, without making anyone feel like a transaction
• Notice that a confirmation message could be clearer and propose the better version before anyone asks
• Step in quietly to help a colleague when the morning gets busy — because the standard belongs to everyone

WHAT WE ARE LOOKING FOR

We are not writing a standard list of requirements. Here is what actually matters to us:

Warmth that is real. Patients can tell the difference between courtesy and care. Your kindness is not a customer-service voice — it is who you are, on the phone, in person, and on the busiest day of the month.

Organisation and accuracy as a point of pride. Schedules, records, payments, follow-ups — you get the details right the first time, and it bothers you when something is even slightly off.

Communication with genuine polish. You write and speak clearly and gracefully. For one of these two roles, that means full professional fluency in Arabic and English, with the cultural sensitivity each language carries.

Composure when it is busy. Phones ringing, a family arriving, a colleague with a question — you sequence it calmly and nobody feels deprioritised. Pressure does not change your tone.

Speed and confidence with systems. Booking platforms, EMR or clinic software, payments — you learn new systems quickly and become the person others ask.

Discretion as a default. You will hold families’ medical information, records, and private moments in your hands every day. Confidentiality is not a policy you follow — it is a line you would never think to cross. You understand what it means to be trusted, and you protect that trust completely.

A team-first, ownership mindset. You do not say that is not my job. As one of our founding hires, you think like an owner — and you will be treated like one.

Experience in a clinic, hotel, airline, or premium service environment is a strong advantage — but we will take character and standards over a perfect CV.

WHAT THIS ROLE OFFERS

We are honest about what we are — a new clinic with exceptional pedigree, building something that does not yet exist in this market.

• A founding role — you will help build the front-desk standard of a clinic people will talk about
• Compensation benchmarked above market for the role
• Training, mentorship, and a clear path to grow as the clinic grows
• A culture that rewards initiative — and the willingness to say: I think we can do this better
• Medical insurance, annual leave, and benefits that meet UAE standards — and exceed them where it matters
• Colleagues who take the work seriously — and take care of each other