Bilingual Patient Access Supervisor

Cleveland Clinic Abu Dhabi LLC; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job description

The Contact Center Supervisor is responsible for overseeing the day‑to‑day frontline operations of the Contact Center, ensuring delivery of a high‑quality, patient‑centered experience across voice and digital communication channels. The role directly supervises frontline caregivers and supports operational performance through real‑time floor management, coaching, and adherence to service and quality standards.

The Supervisor is accountable for monitoring team performance against established KPIs including service level, productivity, quality, patient satisfaction, schedule adherence, and accuracy of documentation within EPIC and related systems. The role ensures patient interactions are handled professionally, empathetically, and effectively in both Arabic and English while maintaining compliance with organizational, regulatory, and patient confidentiality standards. The role is expected to handle calls in Arabic and English to support operation performance and to handle escalations.

Working closely with the Operations Manager, Workforce Management, Quality, and Training teams, the Supervisor supports continuous operational improvement, caregiver engagement, and implementation of new technologies, workflows, and AI‑enabled tools that enhance efficiency and patient experience. The role is expected to foster a positive, accountable, and performance‑driven culture while serving as the first level of escalation and operational support for frontline teams.

Responsibilities

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Supervise the day‑to‑day activities of frontline Contact Center caregivers, ensuring consistent delivery of a high‑quality, patient‑centered experience across all communication channels.
• Support implementation and adoption of new technologies, digital tools, automation initiatives, and AI‑enabled workflows within daily operations.
• Ability and willingness to adapt to emerging technologies and continuously self‑learn, including AI tools, automation platforms, and digital transformation initiatives that enhance operational efficiency and patient experience.
• Monitor real‑time operations and queue performance, taking immediate action to address service level risks, call volumes, staffing gaps, schedule adherence, and operational disruptions.
• Ensure achievement of established KPIs including service level, quality, productivity, average handling time (AHT), schedule adherence, first contact resolution (FCR), and patient satisfaction.
• Conduct regular coaching, feedback sessions, and performance discussions with frontline caregivers to improve individual and team performance, accountability, and engagement.
• Foster a positive, motivated, and performance‑driven team culture that supports caregiver engagement, retention, collaboration, and continuous improvement.
• Serve as the first level of escalation for patient concerns, complex scheduling issues, service recovery situations, and operational challenges, ensuring timely resolution and appropriate follow‑up.
• Ensure all patient interactions are handled professionally and effectively in both Arabic and English, maintaining empathy, cultural sensitivity, confidentiality, and communication accuracy.
• Ensure strict adherence to organizational policies, workflows, scripting standards, and patient access guidelines.
• Promote accurate and timely utilization of EPIC and other operational systems, ensuring high standards of documentation quality, scheduling accuracy, and data integrity.
• Monitor caregiver performance through quality audits, call reviews, and operational dashboards, identifying trends and implementing corrective actions as needed.
• Support onboarding, training, and continuous development of frontline caregivers to ensure operational readiness and consistency of service delivery.
• Collaborate closely with Workforce Management, Quality, Training, Clinical Access, and Operations leadership teams to support operational goals and service improvements.
• Ensure compliance with regulatory, organizational, patient confidentiality, and clinical governance requirements at all times.
• Perform other duties as assigned in support of Contact Center operations and organizational objectives.

Physical Demands and Work Environment

• This role is primarily office‑based within a fast‑paced Contact Center environment and requires on‑site presence to effectively supervise frontline operations, support caregivers, and manage real‑time service delivery. The position is patient‑facing through continuous interaction with patients and caregivers via phone and digital communication channels.
• The role requires prolonged periods of sitting and computer use, with frequent utilization of multiple systems simultaneously, including contact center technologies, EPIC, and other operational platforms. A high level of manual dexterity is required to operate computers, keyboards, headsets, and standard office equipment efficiently.
• The Supervisor must possess normal or corrected vision and hearing sufficient to monitor communications, review operational data, and interact effectively with patients, caregivers, and leadership teams in both Arabic and English.
• The position also requires frequent movement within the Contact Center floor to conduct real‑time operational support, coaching, floor management, and caregiver engagement activities.
• The work environment is high‑volume, performance‑driven, and time‑sensitive, requiring the ability to manage multiple priorities simultaneously, respond rapidly to operational changes, maintain composure under pressure, and make timely decisions in support of patient access and service continuity.

Qualifications

QUALIFICATION & EXPERIENCE REQUIREMENTS

ESSENTIAL PREFERRED

Education

• Bachelor degree is required

Experience

• Minimum 3–5 years of experience in a high‑volume Contact Center, Customer Experience, or Healthcare Access environment.
• Experience in patient access, appointment scheduling, healthcare operations.
• Experience managing frontline performance, real‑time operations, escalations, and service quality.
• Experience using contact center technologies, workforce management systems, CRM platforms, and EPIC or equivalent Electronic Health Record (EHR) systems.
• 1–2 years of supervisory or team leadership experience/task in a KPI‑driven Contact Center operational environment.
• Familiarity with AI‑enabled Contact Center technologies, automation tools, or digital service platforms.

Job Specific Skills and Abilities

• Fluent in English and Arabic (spoken and written).
• Working knowledge of medical terminology.
• Proficient in Microsoft Office applications and operational reporting tools.
• Strong understanding of Contact Center KPIs including service level, quality, productivity, schedule adherence, and patient/customer satisfaction.
• Strong coaching, communication, interpersonal, and team engagement skills.
• Ability to monitor real‑time operations and respond effectively in a fast‑paced, high‑pressure environment.
• Strong organizational, analytical, and problem‑solving capabilities.
• Ability to manage multiple priorities while maintaining operational accuracy and service excellence.
• Knowledge of healthcare workflows, patient access operations, scheduling processes, and medical terminology.
• Understanding of data accuracy, patient confidentiality, and documentation standards within healthcare systems.

About Us

Cleveland Clinic Abu Dhabi is a unique and unparalleled extension of US‑based Cleveland Clinic’s model of care, specifically designed to address a range of complex and critical care requirements unique to the residents and communities of the United Arab Emirates. Cleveland Clinic Abu Dhabi is composed of 15 institutes designed to put Patients First and align with the region’s specific healthcare needs. In all, more than 50 medical and surgical specialties are represented at Cleveland Clinic Abu Dhabi and are integrated to offer coordinated, multidisciplinary care for adult patients.

The facilities at Cleveland Clinic Abu Dhabi combine state‑of‑the‑art amenities and world‑class service standards. The hospital is a 364 (expandable to 490) bed facility, with five clinical floors, three diagnostic and treatment levels, and 13 floors of critical and acute inpatient units. It is a physician‑led medical facility served by Western‑trained, North American/European board certified (or equivalent) physicians, licensed by the Department of Health - Abu Dhabi. Cleveland Clinic Abu Dhabi provides patients in the region direct access to the world’s best healthcare providers and Cleveland Clinic’s unique model of care, reducing their need to travel abroad for treatment.

Job Info

• Job Identification 261
• Posting Date 05/19/2026, 10:12 AM
• Apply Before 06/02/2026, 10:12 AM
• Locations 59 Hamouda Bin Ali Al Dhaheri St , Abu Dhabi, 112412, AE