Patient Relations Supervisor - Healthcare

AlFuttaim; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Al-Futtaim Health in Dubai seeks an experienced Patient Relations Supervisor to oversee PREs and maintain high patient service standards. You will coordinate frontline activities, monitor performance, and support clinic and call center operations with strong leadership and empathetic patient care.

The role requires managing daily activities, staff scheduling, training needs, and contributing to patient satisfaction initiatives, with a focus on service excellence in a fast-paced healthcare

Qualifications

• Bachelor's degree from a recognized university is required.
• Degree-level qualification in Business Administration or Management is desirable.
• Significant experience managing or supervising administrative staff.
• Experience in customer care and administrative roles.
• Strong leadership and communication skills.

Responsibilities

• Supervise daily activities, responsibilities and performance of PREs.
• Coordinate department operations to maintain service standards.
• Act as floor supervisor, monitoring interactions and time management.
• Provide hands-on assistance during daily clinic operations.
• Ensure activities align with service objectives and requirements.
• Monitor performance and address concerns affecting service delivery.
• Escalate issues to the Patient Experience Manager and Unit in Charge.
• Recommend practical solutions with evidence-based observations.
• Promote high standards of patient service across interactions.
• Monitor effectiveness of patient encounters for timely service.
• Ensure inquiries are handled efficiently per service expectations.
• Encourage patient-focused, compassionate care when assisting.
• Support resolution of patient concerns and complaints.
• Identify opportunities to improve patient satisfaction and experience.
• Maintain a professional, welcoming service environment through supervision.

Skills

Leadership

Team supervision

Customer service

Communication

Analytical thinking

Education

Bachelor's degree

BA in Business Administration/Management desirable

Job description

Position Overview

Al-Futtaim Health is seeking an experienced Patient Relations Supervisor to oversee the daily activities of Patient Relations Executives (PREs) within its healthcare operations in Dubai, United Arab Emirates. The role focuses on supervising front-line patient relations activities, maintaining high standards of patient service and supporting the efficient operation of the clinic and call center functions. Working closely with the Patient Experience Manager and Unit in Charge, the Patient Relations Supervisor will coordinate team activities, monitor service performance, address operational concerns and ensure that patient interactions meet established service standards. The successful candidate will also contribute to patient satisfaction initiatives, performance reporting, staff scheduling, training needs assessment and the implementation of technology that improves service delivery. This position requires strong leadership, administrative management experience, commercial awareness and an empathetic approach to patient care.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Medical Practice
• 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

• Supervise the daily activities, responsibilities and performance of Patient Relations Executives.
• Coordinate the department 's operational functions to maintain consistent patient service standards.
• Act as floor supervisor, monitoring patient interactions and supporting effective time management.
• Provide hands‑on assistance to Patient Relations Executives during daily clinic operations.
• Ensure team activities remain aligned with established service objectives and operational requirements.
• Monitor employee performance and identify concerns affecting service delivery.
• Escalate operational issues and performance deviations to the Patient Experience Manager and Unit in Charge.
• Recommend practical solutions supported by relevant observations and performance evidence.

Patient Experience and Service Excellence

• Promote high standards of patient service across all interactions handled by the Patient Relations team.
• Monitor the effectiveness of patient encounters to support timely and professional service delivery.
• Ensure patient enquiries are handled efficiently and in accordance with established service expectations.
• Encourage a compassionate, patient‑focused approach when dealing with individuals requiring assistance.
• Support the resolution of patient concerns and service‑related complaints.
• Identify opportunities to improve patient satisfaction and the overall clinic experience.
• Maintain a professional and welcoming service environment through effective team supervision.

Patient Feedback and Satisfaction Monitoring

• Encourage and support Patient Relations Executives in collecting feedback through Patient Satisfaction Surveys.
• Coordinate the collection of patient satisfaction information and relevant service feedback.
• Review monthly patient feedback data alongside internal operational observations.
• Identify recurring concerns, service gaps and opportunities for improvement.
• Prepare detailed monthly feedback reports for the Patient Experience Manager and Unit in Charge.
• Recommend appropriate actions to address concerns raised by patients and internal stakeholders.
• Support initiatives designed to strengthen patient engagement and service quality.

Clinic Operations and Administrative Coordination

• Organize and administer departmental projects and tasks according to current patient and clinic requirements.
• Coordinate daily administrative activities to support smooth patient relations operations.
• Monitor workflow efficiency and identify opportunities to improve time management.
• Support the call center department in its operational activities.
• Maintain effective coordination between Patient Relations Executives and relevant clinic management personnel.
• Ensure departmental tasks are completed in line with operational priorities.
• Apply practical problem‑solving skills to address day‑to‑day administrative challenges.

Patient Enquiry Conversion and Business Performance

• Monitor patient enquiry handling to support the conversion of enquiries into healthcare services.
• Encourage effective communication and follow‑up practices that contribute to business targets.
• Identify service or operational issues that may affect enquiry conversion.
• Support the team in maintaining a patient‑focused approach while contributing to commercial objectives.
• Apply commercial awareness when reviewing departmental activities and performance.

Performance Reporting and Operational Analysis

• Collect and analyze relevant operational and service performance information.
• Prepare statistical reports for the Unit in Charge and management teams.
• Monitor departmental performance against established objectives and service standards.
• Identify trends, performance concerns and opportunities for operational improvement.
• Present relevant findings and recommendations to clinic management.
• Support management decision‑making through accurate reporting and analytical observations.

Staff Scheduling and Development

• Prepare monthly duty rosters for Patient Relations Executives assigned to the respective clinic.
• Submit proposed schedules to the Unit in Charge for review and approval.
• Coordinate staffing arrangements to support departmental service requirements.
• Identify employee training needs based on performance observations and operational requirements.
• Communicate development requirements to relevant management personnel.
• Provide guidance and practical support to improve team effectiveness and service delivery.

Technology and Process Improvement

• Support the implementation of new technological devices, systems and operational tools.
• Assist with initiatives designed to improve service efficiency and enhance the patient experience.
• Identify opportunities to review and improve existing patient relations processes.
• Encourage effective use of relevant technology within daily administrative activities.
• Contribute operational feedback to support service improvement initiatives.
• Help the team adapt to approved changes in systems and working procedures.

Required Qualifications

Education

• Bachelor 's degree from a recognized university is required.
• A degree-level qualification in Business Administration or Management is desirable.

Professional Experience

• Significant experience managing or supervising a team of administrative employees.
• Significant experience in customer care and administrative roles.
• Experience in booking administration or related service coordination activities.
• Demonstrated commercial awareness within customer service or administrative operations.
• Practical experience coordinating team activities and maintaining service standards.

Required Skills and Competencies

Leadership and Supervisory Skills

• Strong leadership and team supervision capabilities.
• Ability to coordinate daily activities and manage operational priorities.
• Good decision‑making skills when addressing service and administrative challenges.
• Strong operational thinking and the ability to identify practical solutions.
• Ability to guide employees and maintain effective team performance.
• Confidence in communicating performance concerns and improvement recommendations to management.

Patient Service and Communication

• Exceptional written and verbal communication skills.
• Excellent interpersonal skills when interacting with patients, colleagues and management.
• Strong customer service capabilities, including diplomacy, patience and problem‑solving.
• Empathetic and compassionate approach to patient care.
• Ability to handle complaints and conflicts professionally.
• Commitment to maintaining positive patient experiences and service excellence.

Analytical and Organizational Skills

• Proven analytical ability and critical thinking skills.
• Strong organizational capabilities and attention to operational detail.
• Ability to multitask and manage competing responsibilities.
• Experience reviewing processes and identifying opportunities for improvement.
• Ability to analyze service statistics and communicate relevant findings.
• Effective time management and coordination skills.

Technical and Administrative Skills

• Excellent IT skills.
• Ability to work with administrative systems and relevant reporting tools.
• Competence in preparing operational reports and maintaining departmental information.
• Ability to support the introduction of new technologies and service improvement tools.
• Understanding of administrative workflow management and patient service coordination.

What Success Looks Like

Success in this position involves maintaining an efficient, responsive and patient‑focused Patient Relations team. The supervisor will be expected to monitor daily service activities, provide timely operational support and ensure that concerns affecting patient satisfaction are identified and communicated to management. Effective scheduling, accurate performance reporting, staff development and continuous process improvement will contribute to consistent service delivery. The role also requires balancing patient care priorities with operational efficiency and the clinic 's business objectives.

About Al-Futtaim Health

Al-Futtaim Health is the healthcare division of the Al‑Futtaim Group, providing 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 division offers more than 25 medical specialties and is supported by a multidisciplinary team of over 150 specialist physicians and healthcare professionals. Al‑Futtaim Health focuses on accessible, high‑quality healthcare, preventive care, clinical excellence and the use of innovation to improve patient services. As part of the Al‑Futtaim Group, established in the 1930s and headquartered in Dubai, the healthcare business operates within a diversified regional organization with a presence across more than 20 countries. Al‑Futtaim Health provides opportunities for healthcare and administrative professionals to contribute to patient wellbeing while developing their careers within a collaborative healthcare environment.

Job Requisition ID: 182425