RAQUEL SCHACHERL
Dubai, Arjan
Summary
Patient Experience professional with over 5 years of experience across the healthcare, hospitality, and NGO sectors in the UAE and Spain. Quadrilingual in German, Spanish, English, and Catalan, with a natural ability to connect with diverse patient populations. Proven track record in managing complex patient journeys, resolving escalations with professionalism, and ensuring a safe, respectful environment for all individuals. Committed to excellence through dedication and consistent effort in every endeavor.
Overview
4
4
Languages
8
8
years of professional experience
Work History
Patient Experience Officer & Service Supervisor
Adam Vital Hospital
Dubai
09.2024 - Current
- Acted as primary contact for VIP patients, delivering personalised and seamless experiences to enhance satisfaction.
- Liaise between patients, families, and clinical teams for clear, compassionate communication.
- Managed patient complaints from initial contact to resolution, ensuring empathetic handling and timely responses.
- Compiled monthly reports on patient feedback and escalations, highlighting trends to inform service quality improvements.
- Supervise and lead porters and junior officers to ensure smooth daily operations.
- Prepare incident and activity reports, maintaining accurate records for legal and compliance purposes.
Human Resources Coordinator
Amadiba NGO
Spain
08.2022 - 08.2023
- Administered employee onboarding and induction programmes, facilitating smooth integration into company culture.
- Handled employee grievances and conflicts, mediating solutions to foster a positive work environment.
- Managed holiday and absence records, planning to minimise disruption to business operations.
Emergency Receptionist
Juaneda International Hospital
Spain
08.2022 - 06.2023
- Managed patient registration, verified insurance, and coordinated triage in high-volume emergency department to facilitate efficient patient flow.
- Coordinated with clinical and administrative staff for accurate, timely processing of patient records, ensuring seamless department workflow.
- Communicated clearly and composedly with patients and families during high-pressure, time-critical situations to provide reassurance and information.
Financial Management Internship
MJMassip Law Firm
Spain
06.2020 - 06.2021
- Reconciled monthly bank statements and resolved discrepancies.
- Handled incoming calls and emails, providing prompt responses or directing queries to appropriate departments.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Guest Experience Assistant Internship
Hotel Be Live
Spain
03.2019 - 06.2019
- Greeted guests upon arrival, assisted with check-in, and directed to rooms, contributing to positive initial impressions.
- Handled customer complaints and communicated to hotel manager with proposed resolutions, ensuring guest concerns were addressed promptly.
- Established strong relationships with guests, offering personalised attention and recognising repeat visitors to foster loyalty.
- Handled and addressed customer complaints, transmitting to hotel manager with recommended resolutions.
- Built and maintained strong working relationships with colleagues across departments, demonstrating excellent communication skills.
Education
Business Administration & Management Assistance - Business Administration & Management Assistance
Sant Josep Obrer
Palma de Mallorca, Spain01-2021
Skills
- Patient-centered communication
- Service recovery
- Patient advocacy
- Data analysis for patient insights
- Customer experience
- Healthcare excellence
- Conflict resolution
- Cross-cultural communication
- Intercultural communication skills
- Empathy and emotional intelligence
- Workplace emotional intelligence
- Mindfulness and compassion
Languages
Spanish
Proficient
C2
German
Proficient
C2
English
Advanced
C1
Catalan
Advanced
C1
Custom
- Patient-Centred Communication
- Empathy & Emotional Intelligence
- Mindfulness & Compassion
- Conflict Resolution Skills
- Cross-Cultural Communication
- Service Recovery & Complaint Handling
- Customer Experience (CX) Fundamentals
- Healthcare Customer Service Excellence
- Intercultural Communication
- Emotional Intelligence at Work
- AI in Customer & Patient Experience
Timeline
Patient Experience Officer & Service Supervisor
Adam Vital Hospital
09.2024 - Current
Human Resources Coordinator
Amadiba NGO
08.2022 - 08.2023
Emergency Receptionist
Juaneda International Hospital
08.2022 - 06.2023
Financial Management Internship
MJMassip Law Firm
06.2020 - 06.2021
Guest Experience Assistant Internship
Hotel Be Live
03.2019 - 06.2019
Business Administration & Management Assistance - Business Administration & Management Assistance
Sant Josep Obrer