Patient Admin Supervisor

Responsible to provide a range of duties related to the overall patient experience. • Managing Patient Experience • Operational Management • Compliance with Regulations • Staff Supervision and Training • Scheduling and Workflow Optimisation • Patient Safety and Care • Performance Metrics and Reporting Risk Management and Incident Reporting Responsibilities • Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions. • Provide hospital information and answer patient queries. • Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services. • Manage complaints register, ensuring key stakeholders are updated in order to do a root cause analysis and look at process improvements. • Manage VIP patients accordingly. • Ensure patients have an overall good patient experience. • Liaison between departments when required. • Manage the reception and waiting areas. • Handles telephone enquiries and directs queries accordingly. • Monitor employee scheduling of the department to ensure operational coverage. • Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene. • Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements. • Support marketing events, being a point of contact for potential new patients. • Supporting corporate patient experience initiatives. • Working closely with the Quality Department and provide applicable data for KPIs. • Assist the Medical Director with patient communication related to clinical complaints and ensure minutes of meetings are completed. • Ensure Patient Experience Committee meetings are held, as per the complaints management policy. • 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. • 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. • 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 and 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. • 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