Patient Experience Lead

Description:

This role exists because we believe the quality of a patient's experience is as important as the quality of their care — and that the person who holds this role has the power to define what Gentle Procedures Dubai means to every family who walks through our door.

WHO WE ARE

Gentle Procedures Dubai is the first international clinic of The Pollock Group — a Canadian medical institution recognised globally for transforming circumcision care through precision, warmth, and an uncompromising commitment to the patient. We are a specialist circumcision clinic — the regional home of the Pollock Technique™. Our founder, Dr. Neil Pollock, has performed more circumcisions than almost anyone on earth.

We are launching in Jumeirah. We are not filling seats — we are making foundational hires. The people who join us now will define what this clinic becomes.

THE ROLE

Most clinics have a receptionist. We are looking for something different.

The Patient Experience Lead owns the emotional arc of every visit. You are the reason a nervous parent feels completely at ease before they have even sat down. You are the one who notices what nobody asked you to notice — and resolves it before it becomes a problem. You read a room the way great hoteliers do: with instinct, not a checklist.

This is a role for someone who finds the gap between good and exceptional genuinely compelling — who has never been satisfied with fine and cannot quite explain why. You will set the standard for our patient-facing team, be the first call when something is uncertain, and be the person whose presence makes everything feel more considered.

On any given day, you might:

• Welcome a family in Arabic and a professional in English — shifting registers between the two without a second thought
• Recognise that the waiting room atmosphere is slightly off and correct it before the next patient arrives
• Turn an anxious parent into someone who refers three families — not through a script, but through genuine human connection
• Spot a gap in how we handle a patient touchpoint and propose a better way before anyone asks
• Support a colleague quietly on a system question because you noticed they were stuck and you could help

WHAT WE ARE LOOKING FOR

We are not writing a standard list of requirements. Here is what actually matters to us:

Fluency in Arabic and English — genuinely. Not conversational. Not getting by. You communicate with sophistication and warmth in both languages and understand the cultural nuance each carries.

An almost unreasonable attention to detail. You notice the misaligned chair, the temperature one degree too cold, the patient who has been waiting slightly too long without acknowledgement. You do not need to be asked. This is not a habit — it is a reflex.

A restless standard of excellence. Yesterday's great is not good enough for you today. You are constantly asking what could be sharper, what a patient might have felt that you did not intend. You improve things because you cannot help it.

An entrepreneurial, ownership mindset. You do not wait for a process to exist before you act. You think about the clinic the way a founder would — because as one of our first hires, you are one.

Composure that does not waver. The busiest, most pressured moments are exactly when patients need warmth most. You do not perform calm — you have it. Pressure does not change how you treat people.

3+ years in a premium patient-facing or luxury environment. A private clinic, a five-star hotel, a premium wellness brand. You know what exceptional feels like from the inside — the invisible work that makes it look effortless.

Discretion as a default. You will hold families' medical information and private moments in your hands every day. Confidentiality is not a policy you follow — it is a line you would never think to cross.

Genuine confidence with technology. You have worked with EMR or clinic management systems and learn new ones quickly. You master them, and then you help others.