Job Description

Directly supervising all Front Office Operations Handling patient complaints and 24/7 complaints phone as and when assigned Documenting complaints on Sapphire Following up with all HODs regarding corrective actions taken Managing complaint records Handling and supporting all 999/police-related cases referred to the emergency department Following up on all Front Office-related billing, insurance, and registration errors and recording the same Acting as the main point of contact for CRM-related administrative reports such as DOH, OSHAAD, and Quality Department reports Establishing, monitoring, and ensuring professional standards are maintained within the department Ensuring that ongoing education programs and standards for receptionists are established as needed Facilitating communication between front office executives, patients/clients, and other healthcare team members to resolve inter-unit or inter-departmental issues Developing staffing needs and participating in recruitment planning and resource allocation with management Providing coverage for unscheduled absenteeism, sick leave, and emergency leave Preparing the monthly duty roster and scheduling annual leaves for receptionists Ensuring preventive and ongoing equipment maintenance and reporting failures or deficiencies through appropriate channels Ensuring receptionists meet grooming standards Coordinating the ordering and stitching of uniforms for all Front Office staff at NMCRH-Khalifa City Serving on administrative and hospital committees as requested Performing other related duties as assigned by the Head of Department Complying with all OSH and infection control policies, standards, and procedures, and cooperating with hospital management to meet requirements Working according to documented OSH procedures and specific responsibilities Being familiar with emergency and evacuation procedures Notifying OSH hazards, incidents, near misses, and assisting with risk assessments and incident reports Complying with waste management procedures and policies Attending applicable OSH/Infection Control training programs, mock drills, and awareness sessions Using appropriate personal protective equipment and safety systems Ensuring employees follow applicable OSH/Infection Control policies, procedures, and standards Reporting OSH-related incidents, near misses, and hazards in a timely manner Ensuring corrective actions for incidents are implemented Assisting with preparation of risk assessments and monitoring control measures Ensuring training is conducted, including general, departmental, FMS, OSH orientation for new or transferred employees, and refresher training Overseeing Front Office customer service observations and providing feedback to staff Acting as the main point of contact for reports such as Mystery Shopper feedback, Knowledge Track, and monthly OPD KPI data

Directly supervising all Front Office Operations Handling patient complaints and 24/7 complaints phone as and when assigned Documenting complaints on Sapphire Following up with all HODs regarding corrective actions taken Managing complaint records Handling and supporting all 999/police-related cases referred to the emergency department Following up on all Front Office-related billing, insurance, and registration errors and recording the same Acting as the main point of contact for CRM-related administrative reports such as DOH, OSHAAD, and Quality Department reports Establishing, monitoring, and ensuring professional standards are maintained within the department Ensuring that ongoing education programs and standards for receptionists are established as needed Facilitating communication between front office executives, patients/clients, and other healthcare team members to resolve inter-unit or inter-departmental issues Developing staffing needs and participating in recruitment planning and resource allocation with management Providing coverage for unscheduled absenteeism, sick leave, and emergency leave Preparing the monthly duty roster and scheduling annual leaves for receptionists Ensuring preventive and ongoing equipment maintenance and reporting failures or deficiencies through appropriate channels Ensuring receptionists meet grooming standards Coordinating the ordering and stitching of uniforms for all Front Office staff at NMCRH-Khalifa City Serving on administrative and hospital committees as requested Performing other related duties as assigned by the Head of Department Complying with all OSH and infection control policies, standards, and procedures, and cooperating with hospital management to meet requirements Working according to documented OSH procedures and specific responsibilities Being familiar with emergency and evacuation procedures Notifying OSH hazards, incidents, near misses, and assisting with risk assessments and incident reports Complying with waste management procedures and policies Attending applicable OSH/Infection Control training programs, mock drills, and awareness sessions Using appropriate personal protective equipment and safety systems Ensuring employees follow applicable OSH/Infection Control policies, procedures, and standards Reporting OSH-related incidents, near misses, and hazards in a timely manner Ensuring corrective actions for incidents are implemented Assisting with preparation of risk assessments and monitoring control measures Ensuring training is conducted, including general, departmental, FMS, OSH orientation for new or transferred employees, and refresher training Overseeing Front Office customer service observations and providing feedback to staff Acting as the main point of contact for reports such as Mystery Shopper feedback, Knowledge Track, and monthly OPD KPI data

Preferably a college graduate in any discipline.

Minimum 5 to 10 years' experience in handling reception in a patient focused environment and operation of


multi-line switchboard system. Preferably with minimum 3 years' experience as Supervisor.


Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet


explorer skills.


Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a


professional manner with diverse range of individuals, superior phone etiquette skills.


Patient focused; service oriented; patient & understanding.


Efficient organizational skills, ability to handle multiple responsibilities under pressure while maintaining


composure.


Reliable, punctual, dependable, and responsive.


Excellent command of oral and written English. Arabic language advantageous/desirable but not essential