About this role
Responsible to supervise and lead a team, providing general support for the front office department 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.
• 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 yearly appraisals, coach & developing the team.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
• Complaint management & process improvements linked to overall patient experience.
• Participates in Hospital training programs.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors.
• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
• Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
• Generate detailed reports on patient invoices, outstanding balances, and payment collections.
• To create and continuously maintain an enabling environment where people can develop and grow.
• To ensure that performance management contracts are in place for the team.
• Conduct and document bi-annual performance conversations .
• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
• Maintain professional conduct and discipline within the team.
• Work closely with the recruitment team to recruit and select competent employees .
Monitor employee scheduling of the department to ensure sufficient operational coverage.
• Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage