Patient Experience Team Lead

About DISC

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