Customer Support & Medical Concierge

1. Job Purpose

The Operations Executive – Customer Support & Medical Concierge is responsible for managing patient enquiries, coordinating medical appointments, facilitating communication between patients and healthcare professionals, and ensuring the smooth execution of daily operations.

The role requires a customer-focused professional with a medical or healthcare-related background who can understand patient needs, communicate professionally, coordinate time-sensitive medical services and maintain accurate operational records.

The successful candidate will act as a key point of contact between patients, doctors, nurses, laboratory teams and internal departments, ensuring a professional and reassuring patient experience at every stage of the service journey.

2. Key Responsibilities

A. Customer Support & Medical Concierge

• Handle incoming calls, WhatsApp messages, emails and other customer enquiries professionally and promptly.
• Assist patients in understanding available services, booking procedures, appointment requirements and general service information.
• Understand patient requirements and coordinate appropriate services in accordance with approved company protocols.
• Provide clear information regarding appointment availability, service areas, estimated arrival windows, pricing and payment procedures.
• Manage new enquiries, follow-ups, booking confirmations, rescheduling requests, cancellations and patient feedback.
• Deliver a personalised, courteous and reassuring customer experience, particularly when dealing with patients who may be anxious, uncomfortable or require urgent assistance.
• Maintain professional communication with local and international patients, hotel guests and corporate clients.

B. Medical Appointment & Service Coordination

• Coordinate doctor home visits, nursing services, IV therapy, laboratory tests and other services offered by the company.
• Collect and verify essential booking information, including patient contact details, location, requested service, preferred appointment time and relevant information required under company protocols.
• Coordinate with doctors, nurses, laboratory personnel and dispatch teams to facilitate timely appointments.
• Monitor appointment status, staff availability, travel updates and service completion.
• Communicate delays, changes and relevant updates to patients and internal teams promptly.
• Ensure that appointments are properly recorded, assigned, confirmed and followed up through the company’s booking or CRM system.
• Escalate urgent requests and operational challenges to the appropriate supervisor or licensed healthcare professional.

C. Daily Operations & Workflow Management

• Monitor daily bookings, pending enquiries, confirmed appointments, ongoing visits and completed services.
• Maintain accurate records of patient interactions, booking details, service status, complaints and follow-up actions.
• Coordinate with operations, finance and healthcare teams to resolve booking, payment, scheduling and service-related issues.
• Ensure proper handover of pending cases and operational matters between shifts.
• Identify recurring service delays, booking errors and communication gaps, and report them to management.
• Follow established standard operating procedures (SOPs) and support continuous improvement of operational workflows.

D. Patient Experience & Complaint Resolution

• Handle complaints and service concerns with empathy, professionalism and accountability.
• Investigate operational issues within the scope of the role and coordinate appropriate resolutions.
• Follow up with patients after service-related concerns where required.
• Record complaints, identify recurring issues and escalate serious or unresolved cases to management.
• Maintain high standards of patient satisfaction, service quality, confidentiality and professionalism.
• Support patient retention through responsive communication and a smooth end-to-end service experience.

E. Medical Awareness, Safety & Escalation

• Apply basic medical terminology and healthcare knowledge when handling patient enquiries.
• Recognise potential medical emergencies or red-flag symptoms and immediately follow company escalation protocols.
• Direct patients requiring emergency assistance to the appropriate emergency services; do not delay emergency care while arranging a routine home visit.
• Refer clinical questions, treatment recommendations, medication-related enquiries and medical decisions to a licensed healthcare professional.
• Never independently diagnose, prescribe medication or provide clinical advice beyond the employee’s authorised qualifications and responsibilities.
• Handle patient information and medical records confidentially and in accordance with applicable UAE requirements and company policies.

F. Payments, Documentation & Reporting

• Explain approved service charges and payment procedures accurately.
• Coordinate payment confirmations, invoices, receipts and outstanding payment follow-ups with the relevant department.
• Ensure that booking records, customer details and service documentation are complete and accurate.
• Prepare daily or shift reports covering enquiries, bookings, pending cases, cancellations, complaints and operational issues.
• Support management in reviewing customer service performance and identifying opportunities to improve response times and service delivery.

3. Qualifications & Experience

• Diploma or bachelor’s degree in a medical, healthcare, nursing, allied health or healthcare administration-related field is preferred.
• Candidates with a clinical or patient-facing healthcare background will be strongly preferred.
• Previous experience in healthcare customer service, hospital or clinic reception, medical appointment coordination, home healthcare operations, patient relations or a medical call centre is an advantage.
• Experience in a customer support, operations coordination or medical concierge role is desirable.
• Familiarity with healthcare terminology, patient registration, appointment workflows and medical service coordination is preferred.
• Experience using CRM systems, booking platforms, electronic medical record systems, Microsoft Office and WhatsApp Business is an advantage.

4. Required Skills & Competencies

• Excellent verbal and written communication skills in English.
• Arabic, Hindi, Urdu or other additional languages are an advantage.
• Strong customer service, interpersonal and problem-solving skills.
• Good understanding of medical terminology and healthcare service workflows.
• Excellent coordination, multitasking and time-management abilities.
• Ability to remain calm, professional and organised in a fast-paced environment.
• Strong attention to detail and accuracy when handling patient information and bookings.
• Ability to manage sensitive conversations with empathy, discretion and professionalism.
• Sound judgement regarding escalation of clinical, emergency and operational issues.
• Ability to work independently and collaboratively with multidisciplinary teams.
• Flexibility to work rotating shifts, weekends and public holidays as required.

5. Key Performance Indicators (KPIs)

Performance will be assessed against agreed operational targets, including:

• Customer enquiry response time.
• Booking accuracy and appointment confirmation rate.
• Timeliness of appointment coordination and patient updates.
• Patient satisfaction and customer feedback.
• Complaint resolution and follow-up completion.
• Accuracy of booking records and operational reports.
• Compliance with company SOPs, confidentiality requirements and escalation protocols.
• Quality of shift handovers and coordination with medical teams.
• Reduction in avoidable booking errors, missed follow-ups and preventable service delays.

6. Professional Conduct & Confidentiality

The employee must maintain strict confidentiality of patient information, comply with company policies and applicable UAE healthcare and data protection requirements, and conduct all interactions in a respectful, ethical and professional manner.

The employee must work within the limits of their qualifications and assigned authority and follow all established clinical escalation and emergency response procedures.

7. Overall Expectation

The Operations Executive is expected to ensure that every patient enquiry is handled professionally, every booking is coordinated accurately, every operational issue is followed up appropriately, and every patient receives a seamless and reassuring service experience consistent with City Doctor’s standards.

The ultimate objective is to support efficient healthcare operations while maintaining high standards of patient satisfaction, service reliability and professional care coordination.

Pay: AED3,500.00 - AED4,500.00 per month

Work Location: In person