Front Office Training & Patient Experience Leader

American Hospital Dubai; Dubai; On-site; AED 246,000 - 379,000; Full time

Job summary

American Hospital Dubai seeks a Training Lead for Front Office and Patient Relations to oversee selection, onboarding, and induction of staff. You will develop structured programs across hospital ops and patient experience, delivering effective training from registration to billing closure.

You will drive outpatient workflow training, ensure billing accuracy, and uphold competency standards through audits, records, and ongoing development in partnership with Clinic Managers, HR, Finance, and

Qualifications

• Bachelor's degree or higher in healthcare/admin/training fields.
• Professional certification in Training and Development preferred.
• Strong knowledge of adult-learning principles and competency assessment.
• Experience with hospital Front Office, Patient Relations, or healthcare operations.
• Excellent communication and presentation skills.

Responsibilities

• Lead selection, onboarding, and induction of Front Office and Patient Relations staff.
• Develop and deliver structured training covering hospital operations, patient experience, and customer service.
• Train teams on outpatient clinic workflows from appointment to billing closure.
• Ensure staff competence in registration, insurance, check-in/check-out, and billing.
• Deliver customer-service training focusing on empathy, service recovery, complaint handling, and patient engagement.
• Maintain competency standards through knowledge assessments, audits, and training records.
• Monitor training effectiveness and identify performance gaps via feedback and KPIs.
• Generate reports and maintain SOPs, training manuals, and performance dashboards.
• Collaborate with Clinic Managers, Patient Experience, Finance/RCM, HR, Nursing, and Operations to ensure front office standards.
• Lead readiness for new clinics, services, systems, and workflows.

Skills

Front Office training

Training delivery

Patient experience

Quality audits

Adult learning

Stakeholder collaboration

Education

Bachelor's in Healthcare Admin

Bachelor's in Business Admin

Bachelor's in Hospitality Management

Tools

Hospital Information Systems

Learning Management Systems

Microsoft Office

Reporting Tools

Dashboards

Job description

American Hospital Dubai seeks a Training Lead for Front Office and Patient Relations to oversee selection, onboarding, and induction of staff. You will develop structured programs across hospital ops and patient experience, delivering effective training from registration to billing closure.

You will drive outpatient workflow training, ensure billing accuracy, and uphold competency standards through audits, records, and ongoing development in partnership with Clinic Managers, HR, Finance, and