About this role
<p>Closing date: <br>Number of positions: 1<br>Recruiter name: Siva Krishna Bonda <br>Reference number: 72021 </p> <p>Mediclinic Dubai Mall | Dubai | United Arab Emirates</p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>MAIN PURPOSE OF JOB</b></H2> </div><div><p style="margin:0.0in 0.0in 6.0pt;background-color:white;line-height:115%;font-size:10.0pt;font-family:Arial, sans-serif;color:#333333"><span style="line-height:115%;color:#404040">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. </span></p> <p style="margin:0.0in 0.0in 6.0pt;background-color:white;line-height:115%;font-size:10.0pt;font-family:Arial, sans-serif;color:#333333"><span style="line-height:115%;color:#404040">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. </span></p> <p style="margin:0.0in 0.0in 6.0pt;background-color:white;line-height:115%;font-size:10.0pt;font-family:Arial, sans-serif;color:#333333"><span style="line-height:115%;color:#404040">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.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>KEY RESPONSIBILITY AREAS</b></H2> </div><div><p><strong>KEY RESPONSIBILITY AREAS</strong></p> <div style="text-align:justify" align="center"> <table style="width:50%" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width:7%" valign="top"> <p><strong>NO.</strong></p> </td> <td style="width:93%" valign="top"> <p style="text-align:left"><strong>DESCRIPTION</strong></p> </td> </tr> <tr> <td style="width:7%" valign="top"> <p><strong>1</strong></p> </td> <td style="width:93%" valign="top"> <p>Monitor NPS and implement local action plans</p> </td> </tr> <tr> <td style="width:7%" valign="top"> <p><strong>2</strong></p> </td> <td style="width:93%" valign="top"> <p>Resolve non-clinical feedback and facilitate clinical complaints</p> </td> </tr> <tr> <td style="width:7%" valign="top"> <p><strong>3</strong></p> </td> <td style="width:93%" valign="top"> <p>Conduct proactive inpatient rounding and support outpatient experiences</p> </td> </tr> <tr> <td style="width:7%" valign="top"> <p><strong>4</strong></p> </td> <td style="width:93%" valign="top"> <p>Guide and influence staff on client experience policies and standards</p> </td> </tr> <tr> <td style="width:7%" valign="top"> <p><strong>5</strong></p> </td> <td style="width:93%" valign="top"> <p>Coordinate with external survey providers and internal teams</p> </td> </tr> </tbody> </table> </div> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>REQUIRED EDUCATION</b></H2> </div><div><div style="text-align:center" align="center"> <table style="width:67%;height:107.0px" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:49.0px"> <td style="width:28%" valign="top"> <p style="text-align:left"><strong>ESSENTIAL EDUCATION</strong></p> </td> <td style="width:72%" valign="top"> <p style="text-align:left">Bachelor's degree in healthcare management, business administration, hospitality, or a relevant field.</p> </td> </tr> <tr style="height:58.0px"> <td style="width:28%" valign="top"> <p style="text-align:left"><strong>DESIRED EDUCATION</strong></p> </td> <td style="width:72%" valign="top"> <p style="text-align:left">Certification or training in service excellence, conflict resolution, or patient experience management.</p> </td> </tr> </tbody> </table> </div> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>REQUIRED EXPERIENCE</b></H2> </div><div><div style="text-align:justify" align="center"> <table style="height:107.781px;width:63%" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:51.7812px"> <td style="width:30%" valign="top"> <p><strong>ESSENTIAL MINIMUM EXPERIENCE</strong></p> </td> <td style="width:70%" valign="top"> <p>Minimum 3 years' experience in healthcare operations, client experience, or customer service, with demonstrated capability in handling client feedback and complaint.</p> </td> </tr> <tr style="height:56.0px"> <td style="width:30%" valign="top"> <p><strong>DESIRED EXPERIENCE</strong></p> </td> <td style="width:70%" valign="top"> <p>Experience working in airlines, hotels or aesthetics clinics.</p> </td> </tr> </tbody> </table> </div> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>REQUIRED JOB SKILLS AND KNOWLEDGE</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Client Experience Design </li><li>Client experience expertise and skills within healthcare </li><li>Relevant Client Experience policies and procedures </li><li>Net Promoter Score (NPS) interpretation and action planning </li><li>Communication & Interpersonal Skills </li><li>Communication & Stakeholder Engagement </li><li>Coaching and quality improvement </li><li>Demonstrate the ability to develop and maintain client relationships (including mentorship and coaching of team members) </li><li>Emotional Intelligence and Empathy </li><li>Data analysis and interpretation </li></ul></div></div><p>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</p>