وظيفة أخصائي علاقات مرضى لدى Clay clinic في جدة

Job Summary

Call Center, Front Desk Officer & Surgery Coordinator is responsible for managing the complete patient journey from the initial inquiry through consultation, treatment, surgery coordination, and post-treatment follow-up. The role serves as the primary point of contact for patients, ensuring exceptional patient service, efficient appointment scheduling, smooth clinic operations, accurate documentation, and effective coordination between patients, doctors, nursing staff, and other departments.

Key Responsibilities

Customer Service & Patient Relations

• Provide exceptional customer service to all patients and visitors.
• Respond promptly and professionally to inquiries received via phone, WhatsApp, email, social media, and walk-in visits.
• Provide accurate information regarding clinic services, cosmetic procedures, dermatology treatments, pricing, packages, and promotions.
• Address patient concerns, complaints, and feedback while ensuring timely resolution.
• Maintain a positive patient experience and build long-term patient relationships.

Call Center Operations

• Handle all incoming and outgoing calls professionally.
• Convert inquiries into consultation and treatment appointments.
• Conduct follow-up calls for consultations, treatments, and promotional campaigns.
• Confirm, reschedule, and cancel appointments as required.
• Follow up with missed appointments and inactive patients.
• Achieve appointment booking and conversion targets established by management.

Front Desk & Reception Duties

• Welcome patients and visitors in a professional and friendly manner.
• Manage patient registration, check-in, and check-out processes.
• Verify and update patient information and records.
• Coordinate patient flow and communicate waiting times effectively.
• Ensure reception and waiting areas are organized, clean, and presentable.
• Assist patients with forms, consent documents, and clinic procedures.

Surgery Coordination

• Coordinate the complete surgical patient journey from consultation to post-operative follow-up.
• Explain surgical procedures, timelines, requirements, and recovery expectations to patients.
• Prepare and present treatment plans, quotations, and financial arrangements.
• Schedule surgeries in coordination with surgeons, nursing staff, and operating room availability.
• Ensure all pre-operative requirements, laboratory tests, medical clearances, and consent forms are completed.
• Communicate surgery schedules and instructions to patients.
• Coordinate post-operative appointments and patient follow-up.

Appointment & Schedule Management

• Manage doctors' consultation and treatment schedules efficiently.
• Optimize appointment utilization and minimize scheduling conflicts.
• Send appointment confirmations and reminders.
• Maintain waiting lists and support effective clinic scheduling.

Billing & Financial Coordination

• Process payments and issue receipts according to clinic policies.
• Coordinate with the finance department regarding billing inquiries and payment collections.

Patient Follow-Up & Retention

• Conduct post-treatment and post-surgery follow-up calls.
• Monitor patient satisfaction and address concerns promptly.
• Encourage patient retention through ongoing communication and relationship management.
• Promote clinic services, loyalty programs, and special offers.

Documentation & Reporting

• Maintain accurate and confidential patient records within the clinic management system.
• Record all patient communications and interactions.
• Ensure proper filing of consent forms, medical reports, and treatment documentation.
• Maintain compliance with healthcare regulations, patient confidentiality standards, and clinic policies.

Team Coordination

• Liaise effectively with doctors, nurses, finance, marketing, and management teams.
• Support operational activities to ensure smooth clinic workflow.
• Participate in training programs, meetings, and quality improvement initiatives.

Qualifications

• Diploma or Bachelor's Degree in Healthcare Administration, Business Administration, Customer Service, or a related field.
• Minimum 2–3 years of experience in a cosmetic clinic, aesthetic center, healthcare facility, or customer service environment.
• Fluent in Arabic and English (spoken and written).
• Proficiency in Microsoft Office and Clinic Management/CRM Systems.

Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Sales and conversion skills.
• Appointment scheduling and coordination skills.
• Professional telephone etiquette.
• Problem-solving and conflict-resolution abilities.
• Organizational and multitasking skills.
• Attention to detail and accuracy.
• Ability to work under pressure and meet targets.
• Confidentiality and professionalism.
• Teamwork and collaboration.

Key Performance Indicators (KPIs)

• Patient satisfaction score.
• Appointment booking rate.
• Lead-to-consultation conversion rate.
• Consultation-to-treatment conversion rate.
• Surgery conversion rate.
• Number of appointments managed.
• Follow-up completion rate.
• No-show reduction rate.
• Revenue generated from converted leads and surgical bookings.
• Accuracy of patient records and documentation.
• Response time to patient inquiries.

Working Conditions

• Full-time position.
• Working schedule: 6 days per week, as per the clinic's approved working hours and shift schedule

Last Date to Apply: 12 June 2026

Expected Start Date: 01 July 2026

Salary Range: SAR 5,000–5,500 per month (based on experience and qualifications)