Supervisor - Patient Happiness

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

Job summary

NMC Healthcare is seeking a capable supervisor to lead the front office and contact centre, ensuring smooth patient administration and adherence to policies.

You will mentor staff, oversee appointments, registrations, billing, and insurance processes, and support recruitment and onboarding while upholding service standards and confidentiality.

Qualifications

• Bachelor’s degree; master’s degree an advantage.
• Experience supervising front office, contact centre, registrations and billing.

Responsibilities

• Lead and train a frontline team to ensure patient administration compliance.
• Oversee appointment scheduling, patient registration, insurance, and billing.
• Align daily operations with company values and culture.
• Support recruitment and onboarding of new joiners.
• Monitor scheduling, attendance, and leave effectively.
• Conduct regular audits and drive process improvements.

Skills

Team leadership

Customer service

Communication skills

MS Office

Analytical skills

Education

Bachelor's degree

Tools

Hospital information systems

Job description

Full job description

• Responsible to supervise and lead a team, providing general support for the front office department & contact centre ensuring all patient administration processes are followed.
• 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 and the contact center.
• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment where you can develop and grow your team.
• Orientate new joiners and sign of 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, analyse the data and give relevant feedback.
• Complete year appraisals and coach & developing the team.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
• Participate in the Hospital training programs.

Qualifications

Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.

Knowledge and Skills

• Strong knowledge in Insurance, Registration and Billing.
• Strong analytical and problem-solving skills.
• Ability to think critically and maintain a high level of confidentiality.
• Strong interpersonal, verbal and written communication skills.
• Excellent command of oral and written English. Arabic language desirable but not essential.
• Proficiency in MS office.