A patient will forget what you said. They will not forget how you made them feel. We
hire for that.
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.
WHAT THIS ROLE OFFERS
We are honest about what we are — a new clinic with exceptional pedigree, building something that does
not yet exist in this market.
— A founding role — you will have shaped this clinic before most people have heard of it
— Compensation benchmarked above market, reflecting the true seniority of what we are asking
— Direct access to world-class clinical and operational leadership from day one
— A culture that rewards curiosity, initiative, and the willingness to say: I think we can do this better
— Medical insurance, annual leave, and benefits that meet UAE standards — and exceed them where
it matters
— The rare experience of building something genuinely new — and being proud of it
HOW TO APPLY
Send your CV to [email protected] with the subject line Patient Experience Lead — Your
Name.
Expected start: early September 2026. Please include your current notice period in your email — it matters or our timeline.
We have one question for you, in place of a cover letter:
Tell us about a moment — in a clinic, a hotel, a restaurant, anywhere — when you witnessed or
delivered an experience that was genuinely exceptional. What made it that way, and what did it
take that most people would not have bothered with?
Keep your answer under 300 words. We review applications on a rolling basis and read every response. Only shortlisted candidates will be contacted.
Candidates holding their own UAE residence visa are preferred. For the right candidate, we will provide full employment visa sponsorship.