Customer Service Representative

RELATIONSHIP EXECUTIVE - Nursing & Mkt Background

Responsibility:

The Relationship Executive is responsible for maintaining strong, professional relationships with clinics, supporting them through the accreditation journey, and acting as a key contact point between clinics and Organization

The role combines clinic relationship management, accreditation support, front-desk/office support, and basic marketing/outreach activities. The person will communicate with clinics by email/phone/online platforms and visit clinics in person when needed.

Full-time hourly position 8 am 4:30 pm

Location: Dubai, UAE. Based in Dubai, with office work combined with field visits to clinics when required

Expected travel: May involve travel within other Emirates, subject to organizational needs.

Reporting Relationship: Director

Primary Duties & Responsibilities

1. Clinic Relationship & Account Management

• Serve as the primary day-to-day contact for assigned clinics.
• Maintain regular communication (email, phone, WhatsApp, online meetings) to answer questions, provide updates and ensure a positive experience.
• Arrange and attend clinic visits when required (within Dubai and occasionally other Emirates) to:
• Explain accreditation processes and timelines.
• Collect feedback and understand clinic needs.
• Provide basic orientation on documentation and next steps.
• Maintain an updated database/CRM of all clinics, contact persons, and interaction history.
• Escalate complex technical or regulatory questions to accreditation specialists or management.

2. Accreditation & Operations Support

• Support clinics with non-technical accreditation logistics, for example:
• Guiding them on how to submit applications and documents through the portal.
• Ensuring all required forms and attachments are complete before internal review.
• Coordinating schedules for surveys/inspections with clinics and surveyors.
• Coordinate internally with the head office and regional team to align on deadlines, missing information, and follow-ups.
• Assist in preparing simple checklists, summary reports, and follow-up emails related to accreditation progress.

3. Front Desk & Office Administration

• Provide front-desk style support for the Dubai office (physical or virtual), including:
• Answering general inquiries (phone, email, website forms, WhatsApp business).
• Greeting visitors and directing them to the appropriate staff.
• Managing meeting room bookings and basic office logistics during visits or events.
• Support with filing, scanning, organizing documents and maintaining orderly records (digital and physical).

4. Marketing & Outreach Support

• Assist in basic marketing and outreach activities, including:
• Delivering or collecting brochures, flyers, and marketing materials during clinic visits.
• Supporting logistics for events, workshops, and conference booths.
• Helping to maintain mailing lists and sending campaigns (under supervision).
• When needed, visit clinics as a representative for outreach/marketing, explaining services and sharing approved materials (no direct sales pressure, but relationship-building and awareness-raising).

5. Data, Reporting & Continuous Improvement

• Maintain accurate logs of clinic interactions, issues raised, and resolutions.
• Prepare simple weekly or monthly reports summarizing key activities, new leads, follow-ups, and common clinic questions.
• Provide feedback to management on recurring issues and opportunities to improve clinic experience and processes.

Knowledge, Skills, Abilities

• Education:
• Bachelor's degree preferred ( Nurse or Healthcare Management )
• Diploma with strong relevant experience may be considered.
• Experience:
• 24 years in a customer/client relationship, patient relations, medical receptionist/front-desk, or healthcare customer service role, ideally in hospitals, clinics, TPAs, or healthcare accreditation/insurance environments.
• Experience in Dubai/UAE healthcare sector is a strong advantage.
• Skills:
• Strong verbal and written communication in English; Arabic is Mandatory.
• Excellent interpersonal skills and professional telephone/email etiquette.
• Comfortable doing clinic visits and representing the organization externally.
• Good organization, multitasking, and follow-up skills.
• Proficiency in MS Office (Word, Excel, PowerPoint) and basic CRM or database tools.
• Knowledge (preferred):

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• Basic understanding of healthcare facilities (polyclinics, day surgery centers, etc.).
• Awareness of UAE regulators such as DHA, DOH, MOHAP (preferred but can be trained).

Personal Attributes

• Professional, courteous, and service-oriented.
• Confident but respectful in dealing with physicians, clinic owners, managers, and staff.
• Detail-oriented, reliable in documentation and follow-up.
• Willingness to learn about accreditation standards and processes.
• Able to handle sensitive information with discretion and confidentiality.

Must-have qualifications

• Have you completed the following level of education: Bachelor's Degree

Ideal answer:Yes

• Do you have a valid driver's license

Ideal answer:Yes

• How many years of Customer Service experience do you currently have

Ideal answer:3

• What is your level of proficiency in Arabic

Ideal answer:Professional

• What is your level of proficiency in English

Ideal answer:Professional

• How many years of hospital and Health Care experience do you currently have

Ideal answer:5

Preferred qualifications

• Driver's license

Ideal answer:Yes