Job description

Closing date:  
Number of positions: 1
Recruiter name: Siva Krishna Bonda 
Reference number: 72021 

Mediclinic Dubai Mall | Dubai | United Arab Emirates

The Client Relations Supervisor serves as a senior member of the facility/cluster, role-modeling Mediclinic Way, delivering a Passionately Caring experience to our patients, their families and visitors.

This operational role focuses on the day-to-day coordination of patient experience initiatives and facility feedback loops. The primary objective is to manage and close non-clinical patient complaints while seamlessly facilitating clinical feedback with the Clinical Complaint Unit. 

Reporting to the Client Relations Manager, the Supervisor monitors Net Promoter Scores (NPS), coordinates localized action plans, conducts proactive inpatient rounding, and supports outpatient experience enhancements. In doing so, this role actively guides and influences both clinical and non-clinical staff to streamline internal practices, build service alignment, and safeguard Mediclinic Middle East (MCME) client-centric policies.

KEY RESPONSIBILITY AREAS

NO.

DESCRIPTION

1

Monitor NPS and implement local action plans

2

Resolve non-clinical feedback and facilitate clinical complaints

3

Conduct proactive inpatient rounding and support outpatient experiences

4

Guide and influence staff on client experience policies and standards

5

Coordinate with external survey providers and internal teams

ESSENTIAL EDUCATION

Bachelor's degree in healthcare management, business administration, hospitality, or a relevant field.

DESIRED EDUCATION

Certification or training in service excellence, conflict resolution, or patient experience management.

ESSENTIAL MINIMUM EXPERIENCE

Minimum 3 years' experience in healthcare operations, client experience, or customer service, with demonstrated capability in handling client feedback and complaint.

DESIRED EXPERIENCE

Experience working in airlines, hotels or aesthetics clinics.

• Client Experience Design
• Client experience expertise and skills within healthcare
• Relevant Client Experience policies and procedures
• Net Promoter Score (NPS) interpretation and action planning
• Communication & Interpersonal Skills
• Communication & Stakeholder Engagement
• Coaching and quality improvement
• Demonstrate the ability to develop and maintain client relationships (including mentorship and coaching of team members)
• Emotional Intelligence and Empathy
• Data analysis and interpretation

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family