Job Description

Job Description

• Directly supervising all Front Office operations.
• Handling patient complaints and managing the 24/7 complaints phone, as assigned.
• Documenting complaints in the Sapphire system.
• Following up with all HODs regarding corrective actions taken.
• Managing complaint records.
• Handling and supporting all 999/police-related cases referred to the emergency department.
• Following up on all front office-related billing, insurance, and registration errors and recording them.
• Serving as the main point of contact for handling all CRM-related administrative reports, including DOH, OSHAAD, and Quality Department reports.
• Establishing, monitoring, and ensuring professional standards are maintained within the department.
• Ensuring that programs and standards for ongoing education of receptionists are established periodically or as needed.
• Facilitating communication between front office executives, patients/clients, and other healthcare team members, including solving inter-unit or inter-departmental issues.
• Developing staffing needs and participating in recruitment planning for resource allocation, in coordination with management.
• Providing appropriate coverage for unscheduled absenteeism, sick leaves, and emergency leaves.
• Preparing the monthly duty roster and annual leave schedule for receptionists.
• Ensuring preventive and ongoing maintenance of equipment, and reporting failures or deficiencies through appropriate channels.
• Ensuring grooming standards are met by receptionists.
• Coordinating the ordering and tailoring of uniforms for all front office staff at NMCRH-Khalifa City.
• Serving on administrative and other hospital committees as requested.
• Performing related duties as assigned by the Head of Department.
• Complying with all OSH and infection control policies, standards, and procedures; cooperating with hospital management in these areas.
• Working in accordance with documented OSH procedures and instructions.
• Being familiar with emergency and evacuation procedures.
• Reporting OSH hazards, incidents, near misses, and assisting in preparing risk assessments and incident reports.
• Complying with waste management procedures and policies.
• Attending relevant OSH/Infection Control training programs, mock drills, and awareness sessions.
• Using appropriate personal protective equipment and safety systems.
• Ensuring employees follow applicable OSH/Infection Control policies, procedures, and standards.
• Reporting any OSH-related incidents, near misses, and hazards in a timely manner.
• Ensuring corrective actions for incidents are implemented.
• Assisting with preparation of risk assessments and monitoring control measures.
• Ensuring all required training is conducted, including general/departmental/FMS/OSH orientation for new or transferred employees, and refresher training for current staff.
• Responsible for conducting Front Office customer service observations and sharing feedback with the team.
• Serving as the main point of contact for additional reports such as Mystery Shopper feedback, Knowledge Track data, and Monthly OPD KPI reports.

Responsibilities

• Directly supervising all Front Office operations.
• Handling patient complaints and managing the 24/7 complaints phone, as assigned.
• Documenting complaints in the Sapphire system.
• Following up with all HODs regarding corrective actions taken.
• Managing complaint records.
• Handling and supporting all 999/police-related cases referred to the emergency department.
• Following up on all front office-related billing, insurance, and registration errors and recording them.
• Serving as the main point of contact for handling all CRM-related administrative reports, including DOH, OSHAAD, and Quality Department reports.
• Establishing, monitoring, and ensuring professional standards are maintained within the department.
• Ensuring that programs and standards for ongoing education of receptionists are established periodically or as needed.
• Facilitating communication between front office executives, patients/clients, and other healthcare team members, including solving inter-unit or inter-departmental issues.
• Developing staffing needs and participating in recruitment planning for resource allocation, in coordination with management.
• Providing appropriate coverage for unscheduled absenteeism, sick leaves, and emergency leaves.
• Preparing the monthly duty roster and annual leave schedule for receptionists.
• Ensuring preventive and ongoing maintenance of equipment, and reporting failures or deficiencies through appropriate channels.
• Ensuring grooming standards are met by receptionists.
• Coordinating the ordering and tailoring of uniforms for all front office staff at NMCRH-Khalifa City.
• Serving on administrative and other hospital committees as requested.
• Performing related duties as assigned by the Head of Department.
• Complying with all OSH and infection control policies, standards, and procedures; cooperating with hospital management in these areas.
• Working in accordance with documented OSH procedures and instructions.
• Being familiar with emergency and evacuation procedures.
• Reporting OSH hazards, incidents, near misses, and assisting in preparing risk assessments and incident reports.
• Complying with waste management procedures and policies.
• Attending relevant OSH/Infection Control training programs, mock drills, and awareness sessions.
• Using appropriate personal protective equipment and safety systems.
• Ensuring employees follow applicable OSH/Infection Control policies, procedures, and standards.
• Reporting any OSH-related incidents, near misses, and hazards in a timely manner.
• Ensuring corrective actions for incidents are implemented.
• Assisting with preparation of risk assessments and monitoring control measures.
• Ensuring all required training is conducted, including general/departmental/FMS/OSH orientation for new or transferred employees, and refresher training for current staff.
• Responsible for conducting Front Office customer service observations and sharing feedback with the team.
• Serving as the main point of contact for additional reports such as Mystery Shopper feedback, Knowledge Track data, and Monthly OPD KPI reports.

Qualifications

• Preferably a college graduate in any discipline.
• Minimum 5 to 10 years of experience handling reception in a patient-focused environment and operating a multi-line switchboard system; preferably with at least 3 years of supervisory experience.
• Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
• Must possess exceptional interpersonal skills, maturity, sound judgment, and the ability to communicate professionally with a diverse range of individuals; excellent phone etiquette is essential.
• Patient-focused, service-oriented, and empathetic.
• Strong organizational skills with the ability to manage multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English; knowledge of Arabic is advantageous but not essential.