Patient Admin Supervisor

NMC healthcare LLC; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

NMC healthcare LLC is seeking a Front Office Supervisor in Dubai. This role involves leading a team, ensuring quality patient administration, and supporting departmental objectives.

The ideal candidate will have a Bachelor's Degree and over 3 years in customer service, preferably in healthcare. Responsibilities include supervising operations, managing billing issues, and supporting staff development initiatives.

Qualifications

• 3+ years of experience in a customer service role or relevant field.
• Healthcare experience in UAE is an advantage.

Responsibilities

• Supervise and lead a team in front office operations.
• Provide training and mentorship to ensure quality service.
• Support recruitment and monitor employee scheduling.
• Manage billing discrepancies and patient concerns.

Skills

Team leadership

Customer service

Quality assurance

Interpersonal skills

Data analysis

Education

Bachelor’s Degree in any discipline

Master’s degree (advantage)

Job description

Responsible to supervise and lead a team providing general support for the front office department, ensuring all patient administration processes are followed.

Responsibilities

• Align daily operations with the company’s values and culture.
• Support the team in achieving departmental goals and objectives.
• Supervise work outputs related to appointment scheduling, patient registration, medical insurance billing.
• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment for the team to develop and grow.
• Orientate new joiners and sign off probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Monitor employee scheduling of the department to ensure operational coverage.
• Support and monitor cost management initiatives.
• Provide support related to attendance, leave, overtime, staff allocations, uniform/dress code, and personal hygiene.
• Support staff engagement initiatives.
• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place.
• Analyze data and give relevant feedback.
• Complete yearly appraisals and coach/develop the team.
• Maintain quality service by ensuring customer service standards, identifying trends, and recommending process improvements.
• Manage complaints and process improvements linked to overall patient experience.
• Participate in hospital training programs.
• Strictly adhere to NMC regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support continuous quality improvement and contribute to all quality assurance activities of the service.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Maintain patient and staff confidentiality.
• Investigate billing discrepancies by reviewing patient records, insurance information, and charges to identify errors.
• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution professionally.
• Track outstanding bills and provide regular updates to management regarding billing performance and collections progress.
• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce errors.
• Generate detailed reports on patient invoices, outstanding balances, and payment collections.
• Conduct and document bi‑annual performance conversations.
• Identify high‑potential talent and ensure development plans are facilitated in cooperation with Human Resources.
• Ensure a training plan is developed and monitored for continuous sharing of knowledge and skills.
• Monitor the quality of onboarding for new employees, ensuring orientation and probation periods are signed off.

Qualifications

• Bachelor’s Degree in any discipline or related fields; a master’s degree is an advantage.
• 3+ years of experience in a customer service role or relevant field.
• Healthcare experience in UAE is an advantage.