Irwin & Dow is proud to be partnering with a new client to recruit a highly capable and service-driven Patient Experience Team Lead to oversee front office and call centre operations across their UAE locations. This is a key leadership role responsible for ensuring that patients and their families receive a consistently professional, compassionate, and efficient service from their very first point of contact. Bilingual candidates (Arabic and English) are preferred but not mandatory.

Reporting to the Head of Client Experience, the Patient Experience Team Lead will manage the daily operations of the reception and call centre teams, ensuring that every interaction meets the highest standards of care, confidentiality, and regulatory compliance. From handling patient scheduling and inbound communications to supporting clinic workflow and managing team performance, this role requires a proactive leader who can motivate staff, manage performance, and streamline operations to ensure an optimal patient journey. The role is responsible for ensuring that communication across all channels – whether face-to-face, telephone, or WhatsApp – is handled with accuracy, professionalism, and empathy.

As the department lead, you will conduct regular team meetings, implement process improvements, and work closely with clinic management to resolve challenges and identify opportunities for enhancing the patient experience. You will take ownership of managing escalations, supervising training and development, overseeing resource planning, and ensuring full adherence to clinic protocols, health authority regulations, and quality standards. You’ll also liaise with government entities, third-party service providers, and auditors as needed, while maintaining a culture of accountability, collaboration, and service excellence within your team