Website NMC Healthcare
NMC Healthcare is the largest private healthcare company in the UAE and ranks amongst the leading fertility service providers in the world.
Front Office Manager
JOB DESCRIPTION
- Monitoring all Customer Care, Call Centre, Billing activation, Corporate Claims, and customer flow at the hospital.
- Ensure a good Customer feedback & satisfaction and arrive at a common motto towards excellence in customer delight.
- Management of admissions of the inpatients to the hospital.
- Ensure billing processes are in line with policies to constantly safeguard the financial position of the hospital.
- Appointment management and VIP Management
- Responsible & actively participate hospital JCI accreditation & re-accreditation
- Responsible and participate all Business Excellence performance
- Member of Patient Experience committees
- Ensure optimum staff motivation at all times.
- Ensures that programs and standards for ongoing education of the customer care executives are established periodically or as the need arises.
- Facilitate communication between the customer care team and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental queries / problems.
- Develops staffing needs and participate in recruitment planning for customer care resources allocation in coordination with the management.
- Advise Floor supervisors in preparation of the monthly duty roster as well as the scheduled annual leaves of all the Executives.
- Ensures customer care department preventive and ongoing maintenance of equipment is carried out and reporting all failure or deficiencies through appropriate channels or department heads.
- Ensure proper orientations and evaluations of all newly joined customer care executives in the Hospital.
- Ensure good grooming & etiquette standards for all customer care executives.
- Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
- Establish, monitor and ensure professional standards are maintained within the Department.
- Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
- Assist in the development of Policy and Procedures which will involve the department.
- Serves on Administrative and other hospital committees as requested.
- Monitor and improve the patient status in different aspect as a part of revenue cycle.
- Address the staff knowledge and skills needed to assess and to meet patient needs.
RESPONSIBILITIES
- Monitoring all Customer Care, Call Centre, Billing activation, Corporate Claims, and customer flow at the hospital.
- Ensure a good Customer feedback & satisfaction and arrive at a common motto towards excellence in customer delight.
- Management of admissions of the inpatients to the hospital.
- Ensure billing processes are in line with policies to constantly safeguard the financial position of the hospital.
- Appointment management and VIP Management
- Responsible & actively participate hospital JCI accreditation & re-accreditation
- Responsible and participate all Business Excellence performance
- Member of Patient Experience committees
- Ensure optimum staff motivation at all times.
- Ensures that programs and standards for ongoing education of the customer care executives are established periodically or as the need arises.
- Facilitate communication between the customer care team and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental queries / problems.
- Develops staffing needs and participate in recruitment planning for customer care resources allocation in coordination with the management.
- Advise Floor supervisors in preparation of the monthly duty roster as well as the scheduled annual leaves of all the Executives.
- Ensures customer care department preventive and ongoing maintenance of equipment is carried out and reporting all failure or deficiencies through appropriate channels or department heads.
- Ensure proper orientations and evaluations of all newly joined customer care executives in the Hospital.
- Ensure good grooming & etiquette standards for all customer care executives.
- Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
- Establish, monitor and ensure professional standards are maintained within the Department.
- Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
- Assist in the development of Policy and Procedures which will involve the department.
- Serves on Administrative and other hospital committees as requested.
- Monitor and improve the patient status in different aspect as a part of revenue cycle.
- Address the staff knowledge and skills needed to assess and to meet patient needs.
QUALIFICATIONS
- Preferably a college graduate in any discipline.
- Minimum 3-year experience as a customer care in a patient focused environment and operation of multi-line switchboard system.
- Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
- Must have an exceptional interpersonal skills, and leadership skills, and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
- Patient focused; service oriented; patient & understanding.
- Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
- Reliable, punctual, dependable, and responsive.
- Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
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