Job Description

Key responsibilities:-
> Lead daily patient relations operations, ensuring consistent service standards across the centre.
> Manage patient inquiries, feedback, complaints, and escalations with empathy, discretion, and timely follow-up.
> Support patients throughout appointments and treatment journeys, coordinating with clinical, nursing, and administrative teams.
> Monitor patient satisfaction, identify recurring issues, and implement improvements to service quality and communication.
> Develop and maintain patient service procedures, response guidelines, and escalation processes.
> Coach and support the patient relations team, setting clear expectations and monitoring performance.
> Review service feedback and prepare reports on patient experience trends, concerns, and improvement actions.
> Protect patient confidentiality and ensure all interactions comply with applicable privacy and healthcare requirements.
> Work collaboratively with physicians and operational teams to resolve service barriers and improve coordination.

Requirements:-
Bachelor’s degree in healthcare administration, business, hospitality, or a related field preferred.
Proven experience in patient relations, customer experience, or service leadership within a healthcare setting.
Experience leading or supervising a team.
Strong communication, conflict-resolution, and service-recovery skills.
Excellent organizational skills and the ability to manage sensitive or complex cases.
Proficiency in English; Arabic is an advantage.
Familiarity with IVF or women’s health services is an advantage.