Patient Relations Supervisor - Al-Futtaim Health

AlFuttaim; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Al-Futtaim Health in Dubai seeks an experienced Patient Relations Supervisor to oversee daily activities of Patient Relations Executives and support patient service operations. The role emphasizes an efficient, compassionate patient experience with strong team supervision and service coordination.

The candidate will monitor performance, coordinate staff schedules, and assist the call centre while balancing patient satisfaction with clinic objectives. On-site role in Dubai.

Qualifications

• Significant experience in administrative team management and customer care.
• Proven ability to supervise patient-facing staff and coordinate service delivery.
• Strong leadership, communication, and problem-solving skills.

Responsibilities

• Oversee and supervise Patient Relations Executives to meet service standards.
• Coordinate staff schedules and monitor workflow for efficiency.
• Manage patient inquiries, complaints, and feedback with empathy and professionalism.
• Prepare monthly performance and satisfaction reports for management.

Skills

Team leadership

Customer service

Communication skills

Operational coordination

People management

Education

Bachelor's degree

Job description

Patient Relations Supervisor - Al-Futtaim Health

Role: Patient Relations Supervisor

Location: Dubai, United Arab Emirates

Industry: Hospital and Health Care

Function: Hospital-Clinic Administration

Experience: Significant experience in administrative team management and customer care; years not specified

Job Type: Full Time

Work Arrangement: On-site

Al-Futtaim Health is seeking an experienced Patient Relations Supervisor to oversee the daily activities of Patient Relations Executives (PREs) and support patient service operations at its healthcare facilities in Dubai, United Arab Emirates. The role focuses on delivering an efficient, compassionate, and professional patient experience through effective team supervision, service coordination, complaint management, and continuous improvement of clinic operations.

Working closely with the Patient Experience Manager and Unit in Charge, the successful candidate will supervise patient-facing administrative activities, monitor service performance, coordinate staff schedules, and support the call centre department. The position requires strong leadership, excellent communication skills, operational awareness, and the ability to balance patient satisfaction with clinic service and business objectives.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Hospital and Health Care
• Function: Hospital-Clinic Administration
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Patient Relations Team Supervision

• Oversee and coordinate the daily activities, performance, and responsibilities of Patient Relations Executives.
• Ensure the patient relations team consistently meets established service standards, operational objectives, and departmental expectations.
• Provide hands-on supervisory support during daily patient interactions and administrative activities.
• Act as floor supervisor to monitor workflow efficiency, staff responsiveness, and effective time management.
• Identify operational concerns and bring them to the attention of the Patient Experience Manager and Unit in Charge.
• Highlight deviations from agreed service objectives using relevant evidence and performance observations.
• Recommend practical solutions and corrective actions to address service gaps.
• Encourage accountability, teamwork, and professional conduct across the patient relations department.

Patient Experience and Service Excellence

• Promote a welcoming, respectful, and patient-focused environment throughout the clinic.
• Support Patient Relations Executives in providing professional assistance to patients and visitors.
• Monitor patient interactions to ensure service excellence and effective handling of enquiries.
• Apply empathy, patience, diplomacy, and problem-solving skills when addressing patient concerns.
• Support the resolution of complaints and service-related conflicts through appropriate communication and follow-up.
• Identify opportunities to improve patient satisfaction and the overall clinic experience.
• Coordinate with relevant departments to address issues affecting patient service delivery.

Patient Feedback and Satisfaction Monitoring

• Encourage and empower Patient Relations Executives to collect feedback through Patient Satisfaction Surveys.
• Monitor the collection of patient feedback and ensure relevant information is available for review.
• Compile monthly patient satisfaction data and evaluate recurring feedback themes.
• Consider both patient feedback and internal operational observations when assessing service performance.
• Prepare detailed monthly feedback reports for the Patient Experience Manager and Unit in Charge.
• Highlight areas requiring improvement and recommend appropriate service enhancements.
• Support follow-up activities aimed at improving patient satisfaction and service quality.

Clinic Operations and Administrative Coordination

• Organize and administer patient relations projects and departmental tasks according to current patient and clinic requirements.
• Coordinate daily administrative activities to maintain efficient patient service operations.
• Support the call centre department in relevant operational and service activities.
• Monitor workflow effectiveness and identify opportunities to improve administrative processes.
• Ensure departmental tasks are prioritized according to operational needs.
• Maintain communication with clinic management regarding service issues, operational requirements, and improvement opportunities.
• Support consistent implementation of patient relations procedures and service standards.

Enquiry Conversion and Business Performance

• Monitor the handling of patient enquiries to support effective conversion into healthcare services.
• Guide the patient relations team in responding to enquiries accurately and professionally.
• Support the achievement of established business targets through effective patient communication and service coordination.
• Identify factors affecting enquiry conversion and recommend improvements.
• Maintain a patient-focused approach while supporting the clinic 's operational and commercial objectives.

Staff Scheduling and Workforce Coordination

• Prepare monthly duty rosters for Patient Relations Executives at the assigned clinic.
• Consider departmental requirements and operational needs when organizing staff schedules.
• Submit proposed rosters to the Unit in Charge for review and approval.
• Coordinate team activities to maintain appropriate service coverage.
• Monitor daily workflow and support effective utilization of available staff resources.
• Identify scheduling or staffing concerns and communicate them to clinic management.

Performance Reporting and Operational Analysis

• Produce statistical reports for the Unit in Charge and relevant management teams.
• Analyze departmental performance information to identify operational trends and improvement opportunities.
• Review patient feedback, service concerns, and internal performance observations.
• Present relevant findings and recommendations to management.
• Maintain accurate information to support operational reviews and service improvement discussions.
• Apply analytical and critical thinking skills when evaluating departmental performance.

Training and Team Development

• Identify training requirements among Patient Relations Executives.
• Assess recurring performance gaps and recommend suitable development activities.
• Provide guidance and operational support to strengthen customer service and administrative capabilities.
• Encourage employees to improve communication, complaint handling, and patient interaction skills.
• Support continuous professional development within the patient relations team.
• Promote a collaborative working environment focused on service excellence.

Technology and Process Improvement

• Support the implementation of new technological devices, systems, and operational tools.
• Assist the team in adopting technologies designed to improve patient experience and service delivery.
• Identify opportunities to enhance existing administrative and patient service processes.
• Review operational procedures and recommend practical improvements.
• Coordinate with relevant stakeholders to support the effective introduction of new systems.
• Encourage the use of technology to improve service efficiency and patient satisfaction.

Required Skills and Competencies

• Strong leadership and supervisory abilities.
• Excellent written and verbal communication skills.
• Effective decision-making and operational problem-solving capabilities.
• Strong operational thinking and organizational skills.
• Critical thinking and analytical abilities.
• Experience handling customer complaints and resolving conflicts.
• Ability to manage multiple responsibilities in a busy healthcare environment.
• Good understanding of administrative process review and improvement.
• Excellent interpersonal and relationship management skills.
• Strong IT proficiency.
• Customer service skills, including diplomacy, patience, and effective problem-solving.
• Empathetic and compassionate approach to patient care and customer interactions.
• Proven ability to analyze performance information and identify improvement opportunities.
• Ability to coordinate staff schedules, administrative tasks, and service activities.
• Fluency in Arabic is highly preferred.

Qualifications and Experience

• Bachelor 's degree from a recognized university is required.
• Degree-level qualification in Business Administration or Management is desirable.
• Significant experience managing teams of administrative employees.
• Significant experience in customer care and administrative operations.
• Experience in booking administration or related customer-facing administrative roles.
• Demonstrated commercial awareness.
• Strong background in supervising service activities and coordinating administrative workflows.
• Excellent communication, interpersonal, and organizational skills.
• Ability to manage complaints, analyze operational performance, and support service improvements.
• Strong IT skills and the ability to work with administrative systems.
• Arabic language fluency is highly preferred.

Role Expectations

• Patient satisfaction and service excellence.
• Daily supervision and performance of Patient Relations Executives.
• Effective management of patient enquiries and complaints.
• Timely identification and escalation of operational concerns.
• Accurate collection and analysis of patient feedback.
• Preparation of monthly performance and satisfaction reports.
• Effective staff scheduling and administrative coordination.
• Identification of employee training requirements.
• Support for enquiry conversion and business targets.
• Continuous improvement of patient service processes and systems.

About Al-Futtaim Health

Al-Futtaim Health is the healthcare division of Al-Futtaim Group, delivering integrated, community-based healthcare services across the United Arab Emirates. Through its HealthHub network, Al-Futtaim Health operates more than 12 clinics across Dubai, supported by a Day Surgery Centre, Al-Futtaim Health Labs, pharmacy services, home healthcare, and digital health solutions. The healthcare network provides more than 25 medical specialties and is supported by a multidisciplinary team of over 150 specialist physicians and healthcare professionals. Al-Futaim Health focuses on delivering accessible, high-quality healthcare while advancing preventive medicine, clinical excellence, innovation, and patient-centered services. As part of Al-Futtaim Group, a diversified regional business with a history spanning more than 90 years, Al-Futaim Health provides opportunities for employees to develop their careers while contributing to the health and wellbeing of the communities it serves.