Patient Experience Lead

About Gentle Procedures Dubai

Gentle Procedures Dubai is the first international clinic of The Pollock Group, a renowned Canadian medical institution globally recognized for transforming circumcision care with precision, empathy, and dedication. As the regional hub for the Pollock Technique™, founded by Dr. Neil Pollock—one of the world's most experienced circumcision specialists—this new clinic in Jumeirah is focused on building a foundational team that will shape its future.

Role Overview

This role transcends the traditional receptionist position. The Patient Experience Lead is responsible for shaping the emotional journey of every patient visit. By delivering warmth and attentiveness, you put anxious families at ease and ensure every detail is addressed proactively. Your instinct and observational skills drive exceptional experiences, setting a high bar for the patient-facing team and acting as the go-to person for complex situations. Your presence elevates the environment and fosters genuine connections that inspire patient referrals.

Key Responsibilities

• Welcoming families fluently in Arabic and professionally in English, smoothly adjusting communication style as needed.
• Identifying and correcting subtle issues in the waiting area atmosphere before they affect patient experience.
• Converting anxious parents into advocates who recommend the clinic through sincere human engagement rather than scripts.
• Proposing improvements to patient interaction points strategically and independently.
• Quietly assisting teammates with system queries and challenges to maintain team efficiency.

Required Qualifications and Qualities

• Full fluency in both Arabic and English, with sophisticated communication skills and deep cultural awareness.
• An exceptional eye for detail, able to recognize and address minor inconsistencies such as room temperature or wait times ahead of need.
• A persistent drive for excellence, always striving to enhance patient experiences beyond the expected standard.
• An entrepreneurial mindset, taking ownership of clinic processes proactively, as a foundational team member.
• Unshakable composure under pressure, providing steady warmth and professionalism during busy or stressful moments.
• Minimum of three years experience in a high-end patient care or luxury service environment, such as private clinics, five-star hotels, or premium wellness brands.
• Impeccable discretion, maintaining confidentiality of sensitive patient information as a personal standard.
• Confidence and proficiency with technology, including prior use of EMR or clinic management software and the ability to learn and support others.

What We Offer

• A foundational role shaping a new, prestigious clinic in a pioneering market.
• Above-market salary reflective of senior responsibility.
• Direct mentorship and collaboration with world-class clinical and operational leaders.
• A workplace culture that values initiative, curiosity, and continual improvement.
• Comprehensive UAE-standard medical insurance, annual leave, and enhanced benefits where it matters.
• The unique opportunity to create and be proud of a groundbreaking healthcare experience.

Additional Information

Preferred candidates hold a UAE residence visa; however, full employment visa sponsorship is available for the ideal hire. Applications are reviewed continuously, with only shortlisted candidates contacted. The expected start date is early September 2026.

In lieu of a cover letter, applicants are requested to describe a memorable incident—clinic, hotel, restaurant, or elsewhere—where they witnessed or created an extraordinary experience. Explain what made it exceptional and the extra effort involved, keeping the response under 300 words.

Please include your current notice period in your application, as it affects the hiring timeline.