Customer Service Supervisor

Gaelan Hospital; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A healthcare facility in Sharjah is seeking a Customer Service Team Leader. The candidate will oversee patient reception, team coordination, and customer service processes. Ideal applicants should possess over 3 years of experience in customer service, preferably within healthcare, and be fluent in English and Arabic. This role ensures high-quality service and operational efficiency.

Qualifications

• 3+ years of progressive customer service experience, preferably in a healthcare facility.
• Fluency in English and Arabic.

Responsibilities

• Guide and motivate colleagues in various departments for optimal patient experience.
• Receive and greet patients, managing their flow efficiently.
• Support patient education and provide service information.

Skills

Customer Service

Team Leadership

Communication Skills

Problem-Solving

Education

High School Diploma or Bachelor’s Degree in Business Administration or related field

Job description

We are hiring a Customer Service Team Leader for our Hospital in Sharjah

"Gaelan Medical Care offers a full range of medical services from General medicine, Paediatrics, Dentistry, to specialty services including IVF, Aesthetic, Cardiology and Obesity & Nutrition. At Gaelen Medical Care, we aim to excel in delivering patient-focused, efficient, and state of the art healthcare services in the UAE. We feature a portfolio of highly skilled and certified doctors. Our facilities are supported by cutting-edge technology and a first of its kind drive-thru pharmacy to provide patients with specialized services"

Gaelan Healthcare is coming under Ghassan Aboud Holdings

"Ghassan Aboud Holdings is an international conglomerate engaged in several key business sectors including Automotive, Logistics, Hospitality, Retail, and Healthcare. Headquartered in the United Arab Emirates."

JOB PURPOSE

Responsible for guiding and motivating colleagues in different departments (Customer Service, Nurses, Doctors, Technicians) to work together to deliver the best hospital image and patient experience. Creating and maintaining a high-quality work environment where team members are motivated to perform at their highest level.

Responsibilities

• Receiving and greeting patients at the reception areas and arranging the patients’ flow as per the patient’s needs, considering overloaded health providers (physicians, dentists, therapists) patients’ requests for a specific doctor.
• Engaging staff for effective operations and efficient task delegation, and planning.
• Assisting managers in the relevant day-to-day operations, including the development, analysis, and implementation of staffing, training, telemarketing, and scheduling issues.
• Supporting patient education activities by providing correct information to customers about the scope of services, cost of services, facilities, healthcare providers, and visiting professors’ programs.
• Managing staff or patients’ complaints and ensuring appropriate reporting of complaints to Line Managers, and/or Human Resources Team.
• Tracing and following up on all pending insurance approvals with the Revenue Cycle Management team and ensuring patients are receiving the appropriate service approved.
• Coordinating with billing officers for bill cancellation if required.
• Working with the Customer Service Team during peak hours and providing documents on all transactions and accurately summarizing daily cash receipts and receipt cancellations.
• Preparing the departmental customer service team rosters.
• Providing personal coaching whenever required and supporting training and development activities of the departmental teams.
• Continuously evaluating administrative processes and procedures, moreover, suggesting methods to improve customer service operations to provide efficient service to both internal and external customers.
• Reporting incidents (Occurrence Variance Reports – OVRs) to the immediate supervisor and quality and patient safety office after providing the immediate assistance and correction required.

Experience & Education

Academic Qualification: High School Diploma or bachelor’s degree in business administration, Marketing, or any related field

Experience: At Least 3 Years of Progressive Customer Service Experience, preferably in a healthcare facility

Language(s): English, Arabic

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary; other duties may be assigned as necessary.