Job Description

DISC is a healthcare clinic delivering high-quality patient care across multiple locations. Our Patient Experience Team is the first point of contact for every patient and visitor.

The Role

As Patient Experience Team Lead, you will lead the front office and call center teams to ensure an outstanding, consistent patient journey across DISC clinics. You’ll manage daily operations, patient flow and scheduling, inbound/outbound calls, and WhatsApp communications, while maintaining compliance with internal standards and relevant healthcare regulations.

This role is ideal for someone who thrives in fast-paced clinical environments, leads with accountability, and knows how to coach teams to deliver excellent service without compromising data accuracy or compliance.

Key Responsibilities

• Lead and oversee day-to-day front office and call center operations across assigned locations
• Ensure smooth patient flow, appointment scheduling, and patient coordination
• Monitor and improve performance for calls, WhatsApp communications, and service response times
• Maintain high standards for professionalism, patient satisfaction, quality, and accuracy
• Train, coach, and support team members to perform efficiently and consistently
• Handle patient concerns and escalations, ensuring timely resolution and clear communication
• Ensure adherence to internal processes, documentation, and compliance requirements
• Collaborate with operations and clinical teams to identify bottlenecks and implement improvements

Qualifications, Skills & Experience

Required:

• Bachelor’s degree or equivalent qualification
• Minimum 2 years in a management/leadership role within a clinic or similar environment
• Minimum 3 years operational experience in a customer service environment, preferably healthcare
• Working knowledge of UAE healthcare regulations (e.g., MOHAP, DHA, DHCC)

Strongly preferred:

• Experience managing multi-site teams and high patient volumes
• Comfort using clinic systems (EMR, scheduling platforms, CRM/WhatsApp workflows)
• Strong communication skills (verbal and written), with calm escalation handling
• Data-driven mindset (KPIs, service levels, process improvement)

What Success Looks Like

• Patients experience a smooth, professional journey from first contact to follow-up
• The team meets service targets for scheduling, response times, and data accuracy
• Issues are resolved quickly with clear escalation pathways
• Staff are trained, confident, and aligned with DISC standards