Patient Care Specialist

About the role

The Patient Care Specialist supports patients throughout their invisible aligner treatment journey, acting as the primary point of contact for queries, appointments, and follow‑up activities. This role blends customer service with healthcare knowledge to ensure a smooth, high‑quality experience for every patient.

Key responsibilities

• Follow up on every touch point during the aligner treatment journey, including WhatsApp chats, calls, and email inquiries.
• Connect patients with partner clinics and coordinate appointments to ensure seamless treatment progress.
• Manage inbound and outbound calls, ticketing in the CRM, and pre‑treatment activities through to final patient experience.
• Collect reviews, testimonials, before‑and‑after photos, and generate sales through referrals and retainers.
• Track monthly payments, coordinate with accounting, and ensure timely collection.
• Collaborate with Lab, Treatment Design, and Delivery teams to monitor aligner production and treatment milestones.
• Educate patients on using aligners, the mobile app, and dental procedures throughout the treatment.

Required profile

• Bachelor’s degree in any related field (Humanities, Sciences, Marketing, Business, Health Tech, or dental background).
• 2–3 years of experience in Customer Success or Customer Service, preferably in a high‑growth startup.
• Empathetic, customer‑centric attitude with excellent written and verbal communication in both Arabic and English.
• Proven ability to meet targets and manage tasks autonomously with meticulous attention to detail.
• Experience working with a CRM platform and handling ticket management.