Duty Officer

NMC Healthcare; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

NMC Healthcare is looking for a dedicated Front Office Supervisor to manage the front office operations in a healthcare facility. The role spans handling patient interactions, overseeing staff, and ensuring adherence to safety and hospital policies. Candidates should possess strong organizational and interpersonal skills with relevant supervisory experience. A college degree and proficiency in MS Office are preferred, with fluency in English and Arabic as a bonus.

Qualifications

• 5-10 years of experience in a patient-focused reception environment.
• At least 3 years in a supervisory role.
• Fluent in English; Arabic is a plus.

Responsibilities

• Supervise all front office activities to ensure smooth operations.
• Manage patient complaints and interactions.
• Document and follow up on complaints in the Sapphire system.

Skills

Interpersonal skills

Communication

Organizational skills

Patient-focused

Empathy

Education

College graduate in any discipline

Tools

MS Office

MS Outlook

Internet Explorer

Job description

Job Title: Front Office Supervisor

We are seeking a dedicated Front Office Supervisor to oversee all front office operations within our healthcare facility. The ideal candidate will be responsible for supervising staff, managing patient interactions, handling complaints, and ensuring compliance with hospital policies and safety standards.

Key Responsibilities:

1. Supervise all front office activities to ensure smooth operations.
2. Handle patient complaints and manage the 24/7 complaints phone system.
3. Document complaints in the Sapphire system and follow up with HODs on corrective actions.
4. Manage complaint records and support cases referred to the emergency department.
5. Address billing, insurance, and registration errors, and record these issues.
6. Serve as the main contact for CRM-related reports, including DOH, OSHAAD, and Quality Department reports.
7. Maintain professional standards within the department and oversee ongoing staff education programs.
8. Facilitate communication between front office staff, patients, and healthcare team members.
9. Participate in staffing, recruitment, and resource planning.
10. Manage staffing coverage for absences and prepare duty rosters and leave schedules.
11. Ensure equipment maintenance and report deficiencies.
12. Oversee grooming standards, uniform ordering, and participation in hospital committees.
13. Comply with OSH and infection control policies, report hazards, and attend relevant training sessions.
14. Report OSH incidents, assist in risk assessments, and ensure corrective actions are implemented.
15. Conduct customer service observations and manage additional reports like Mystery Shopper feedback and KPI reports.

Qualifications:

• College graduate in any discipline preferred.
• 5-10 years of experience in a patient-focused reception environment, with at least 3 years in a supervisory role.
• Proficient in MS Office, MS Outlook, and Internet Explorer.
• Excellent interpersonal, communication, and organizational skills.
• Patient-focused, empathetic, reliable, and punctual.
• Fluent in English; Arabic language skills are a plus.