Urwah Admin

American Hospital Dubai

<div>
 
 Provides direct patient care and coordinates patient care-related activities using the scientific process of nursing. Nursing care is given to Paediatric, adolescent, adult and geriatric populations.
 
 
 
 
 
 
 
 General
 
 
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 :Provides age-specific patient-centered care utilizing the nursing process
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 .Performs patient assessment using appropriate, problem-focused, and age-specific assessment techniques
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 .Performs continual critical care assessment of patient and family's physical and psychological needs
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 .Involves the patient, significant others, and health care providers in the plan of care when appropriate
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 .Collaborates with a multi-disciplinary team to provide patient care
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 .Coordinates and plans critical care/clinical pathway, and prioritizes care, based on individual needs. Revise the care plan as necessary
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 .Initiates appropriate transfer plan
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 .Recognizes subtle cues to anticipate potential problems
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 .Documents all relevant data in the medical record according to hospital/departmental standards
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 .Ensures availability and maintenance of supplies and equipment needed for the unit and patient care
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 .Performs clerical duties when needed
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 .Assumes responsibility for meeting Joint Commission International Accreditation (JCIA) required mandatory education (e.g. fire, safety, infection control and others)
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 .Participates in staff meetings and unit committees/projects
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 .Participates in developing and achieving unit goals
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 .Maintains a safe environment for patients and staff
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 .Performs safe handling and administrating of Narcotic/Controlled and Semi-Controlled Drugs and documentation as directed by policies and procedures
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 .Ensures completion of unit competencies i.e. pain management, and utilization of Emergency department devices
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 .Maintains clinical and professional competency based on the latest research and established standards of practice
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 .Completes yearly, the critical care nursing competencies (basic)
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 .Participates in unit-based Continuous Quality Improvement (CQI) activities (data collection, CQI teams, incident reporting, customer complaint reporting, medication error reporting etc.)
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 .Participates in ongoing educational activities
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 .Maintains mandatory educational requirements
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 .Performs additional duties when required
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 </ul>
 
 
 .Satellite Clinic Specific
 
 
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 :Identifies the patient accurately
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 .Identifies and responds to urgent/emergencies appropriately and directs team members
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 .Provides Nursing Care to patients before and post-procedure
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 .Books patient for appointment, procedure, or treatment according to treatment plan
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 .Follows up on patients' diagnostic tests and coordinate with physicians to inform patients about their results, treatment, or if a follow-up is needed with a physician
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 .Keeps consultation rooms stocked and clean before and after the patient has been seen
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 .Ensures patient education is provided upon discharge
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 .Checks crash cart, refrigeration temperature checklist, etc
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 .Reports medical equipment due for Planned Preventative Maintenance (PPM) monthly
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 .Addresses urgent care cases with the physician
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 .Addresses all Customer Relationship Management (CRM) tasks on time
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 .Calls patients to inform them of approved labs and images and ensure scheduling takes place
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 .Updates all patients about the status of their requests
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 .Follows up with the insurance coordinators on approvals needed
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 .
 
 QUALIFICATION
 
 
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 S:Bachelor's degree in nursing (minimum of three (3) years full-time course duration)
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 orDegree in Nursing (minimum two (2) years course duration) and Registration as a Registered Nurse from Canada, USA, UK, Ireland, South Africa, New Zealand, and Austral
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 iaFor UAE nationals graduates of UAE or non-UAE universities are exempted from the experience and clinical training requirements for the applied title. (UAE nationals must submit a copy of their birth certificate and the mother's family boo
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 k)Non-UAE national graduates from UAE universities are required to successfully complete six (6) months of clinical training post-graduation in an APS health facility (except for Registered and assistant Nurse title
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 s)Must hold a valid License/Registration to practice in their home country and/or country of last employment (where applicabl
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 e)Must hold a minimum of a valid Basic Life Support (BLS) Certification or others according to the scope of practi
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 </ul>
 
 
 cePROFESSIONAL EXPERIENC
 
 
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 E:Minimum of two (2) years of recent post-graduate experien
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 ceKnowledge of and ability to render care and services based on age, appropriateness, and developmental needs of patien
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 tsSkills in the assessment of patient and family's physical and psychological nee
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 dsSkills in coordination and planning of care and prioritising care based on individual nee
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 dsBasic Cardiac Life Support (BCLS) certification is essenti
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 </ul>
 
 
 
 al
</div>

Staff Nurse - Satellite Clinics (Outpatient)

<div>
 
 
 Job Description
 
 
 
 Plans, implements, supervises, and evaluates the delivery of patient-centred care within established institutions' policies, procedures, guidelines, and standards of professional nursing practice in the Outpatient Nursing. Coordinates the care needed for a patient with different disciplines. Ensures this is done through the management of human, financial and other resources; professional development of oneself and subordinates; involvement in strategic planning and fostering interdisciplinary and collaborative relationships. Enforces Joint Commission International (JCI) requirements, including but not limited to International Patient Safety Goals, and national and international standards.
 
 
 Responsibilities
 
 
 
 General:
 
 
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 Assists with the development and implementation of hospital policies and procedures, standards of performance and productivity, quality assurance, safety, environmental and infection control, and other regulatory requirements.
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 Collaborates with other departments for coordination, troubleshooting, and problem-solving of related issues.
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 Participates in quality improvement activities.
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 Submits monthly and annual reports on a timely basis.
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 Maintains required (patient or none patient-related) records, data, reports, and statistics for administrative purposes.
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 Attends meetings as required.
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 Participates in own performance review.
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 Be open to constructive feedback and integrate recommendations into practice.
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 Assumes responsibility for meeting Joint Commission International (JCI)-required mandatory education, (
 
 e.g. fire, safety, Basic Life Support (BLS), infection control, and others
 
 ).
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 </ul>
 
 
 Operational Management:
 
 
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 Coordinates and directs the daily patient care/clinic operations of the Outpatient area(s).
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 Maintains a continuous physical presence within the outpatient area(s) and responds to requests for assistance.
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 Assigns personnel to patients based on the acuity of patient care needs and staff availability.
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 Conducts frequent rounds throughout the outpatient area(s) to ensure appropriate functioning.
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 Facilitates patient flow in the outpatient area(s).
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 Checks on staffing of each unit, monitors, and makes changes as required to cover for illness, increase in acuity, and vacations, providing adequate coverage of the unit.
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 Analyzes workload and skill mix requirements to meet patient care needs.
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 Coordinates overall patient flow processes with outpatient area(s) management.
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 Investigates and reports errors, and incidents/accidents such as patient falls or injuries, medication errors, etc.
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 Ensures availability of supplies and equipment to meet patient care needs.
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 Plans for the use of material resources by projecting needs over the calendar year.
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 Monitors equipment usage and maintenance.
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 Oversees and follows up on various required data collection in the Outpatient area(s).
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 Reports (in writing) problematic situations/observed deficiencies or policy breakage.
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 Takes corrective action when violations occur.
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 Inspects unit daily for staff compliance with policies, procedures, regulations, and standards.
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 </ul>
 
 
 Administrative:
 
 
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 Enforces attendance policies.
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 Implements sick leave policies.
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 Manages vacation scheduling.
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 Oversees new employee orientation as well as the preceptorship and mentorship programs.
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 Allocates and delegates tasks effectively.
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 Communicates individual goals.
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 Explains personnel policies to employees and ensures adherence to policies.
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 Participates in Human Resources activities of the department regarding training, professional development, mentoring, counseling, and performance evaluations, as well as submitting complete investigative reports and recommending corrective actions when needed.
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 Maintains current knowledge of nursing practice that allows identification and evaluation of clinical issues.
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 Shows commitment to maintaining and enhancing professional competence through participation in appropriate continuing education activities, seminars, and nursing research.
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 Formulates and meets professional goals including attendance in management courses.
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 Staff Development and Management:
 
 
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 Ensures that nursing practice includes physical, psychological, social, and cultural dimensions utilizing the nursing process with consideration of the developmental and maturational needs of patients.
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 Oversees collaboration with the multidisciplinary health care team and coordination of medical and nursing management of patient care.
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 Assists nursing personnel in the development of clinical decision-making and problem-solving skills through case consultation, clinical demonstration, case review, rounds, etc.
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 Stimulates good judgment, and critical and analytical thinking among nursing staff.
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 Promotes Patient-Centered Care (PCC) dimensions and follows up with subordinates to make sure they implement them in their daily activities.
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 Provides input in formulating patient care policies and procedures.
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 Evaluates all nursing activities related to patient care.
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 Checks on nurses&rsquo; job performance and provides guidance and advice as required.
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 Monitors compliance for accurate reporting and documentation of all patient care.
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 Encourages and assists staff to deal appropriately with conflict.
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 Conduct and contribute to staff meetings.
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 Recognizes and rewards staff for motivation and exceptional performance.
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 Collaborates with the Nursing Clinical Education and preceptors on evaluating nursing staff during orientation and on an ongoing basis.
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 Acts as a role model in the application of standards and philosophy of nursing practice.
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 Monitors emotional support and measures to alleviate fear and anxiety are properly implemented.
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 Promotes patient and family education activities in nursing units.
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 Follow-up on proper coordination of care with patients, families, and health care providers when applicable.
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 Assumes responsibility for infection control, safety, and comfort of patients.
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 Ensures establishment of responsibilities and identification of priorities and performance standards.
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 </ul>
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor's degree in nursing (minimum of three (3) years full-time course duration) or
 </li>
 <li>
 Degree in Nursing (minimum two (2) years course duration) and Registration as a Registered Nurse from Canada, USA, UK, Ireland, South Africa, New Zealand, and Australia.
 </li>
 <li>
 For UAE nationals graduates of UAE or non-UAE universities are exempted from the experience and clinical training requirements for the applied title. (UAE nationals must submit a copy of their birth certificate and the mother's family book).
 </li>
 <li>
 Non-UAE national graduates from UAE universities are required to successfully complete six (6) months of clinical training post-graduation in an APS health facility (except for Registered and assistant Nurse titles).
 </li>
 <li>
 Must hold a valid License/Registration to practice in their home country and/or country of last employment (where applicable).
 </li>
 <li>
 Must hold a minimum of a valid Basic Life Support (BLS) Certification or others according to the scope of practice.
 </li>
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 Post Graduate Qualification in Nursing Management/Advanced Clinical Speciality preferable.
 </li>
 </ul>
 
 
 PROFESSIONAL EXPERIENCE:
 
 
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 Minimum of seven (7) years of nursing experience in Outpatient Nursing.
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 Minimum of three (3) years of Managerial Experience in Outpatient Nursing.
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 Knowledge of Joint Commission International Accreditation (JCIA).
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 Skills in Leadership and Management.
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 Ability to speak and write in English fluently.
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 </ul>
 
 
 
</div>

Nurse Manager - Outpatient Department (Science Park)

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow. Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul>PROFESSIONAL EXPERIENCE:<ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

Call Center Manager

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American Hospital Dubai

ABOUT_COMPANY

Staff Nurse - Satellite Clinics (Outpatient)

Nurse Manager - Outpatient Department (Science Park)

Call Center Supervisor

Call Center Manager