Urwah Admin

American Hospital Dubai

<div>
 
 Provides the support necessary to ensure the registration process, and admission process in a manner that meets both internal and external customer needs and expectations. Serves as a receptionist, clerical assistant, cashier and interpreter for the unit. Ensures patients are registered on a timely basis.
 
 
 
 
 
 Responsibilities
 
 <ul>
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 Prioritizes tasks ensuring effective functioning of the area.
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 Follows the chain of command in reporting incidents or concerns.
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 Prioritizes workload and completes correspondence promptly.
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 Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients&rsquo; queries.
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 Ensures a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection and security.
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 Answers phone calls politely and cordially.
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 Maintains proper telephone etiquette.
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 Registers new patients, make sure the pre-registration form is completed and signed and an approved ID (Emirate ID or Passport) is collected.
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 Enters all registration data into Cerner accurately and obtains calls patient signature on verified printed registration form.
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 Adheres to the hospital policy HPP-206 &ldquo;Identification of Patient&rdquo; during appointment booking, registration and cashier process.
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 Modifies patient information on Cerner upon their attendance or calling according to the established criteria.
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 Ensures correct entry of financial details for patients in Cerner by obtaining the documents to support the payment mode.
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 Ensures having updated patient details and signed consent every 12 months upon patient attendance to the hospital as per HPP-007 &ldquo;General and Informed Consent&rdquo;.
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 Verifies patient insurance card against updated direct billing list.
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 Ensures appropriate claim form placed in patient&rsquo;s file.
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 Ensures that all required documents are scanned in Cerner (ID, Referral Form, and Claim Form).
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 Checks for outstanding amounts for patients before registration and follow up with the Manager/designee.
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 Informs walk-in patients regarding waiting time.
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 Schedules and books appointments as requested appropriately.
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 Transfers and cancels appointments. (Informs patient in regards to the reference number).
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 Informs Initial Visit Patients (New Patients) to arrive 15 minutes prior politely and cordially to appointment time and to bring identification card, insurance card, vaccination record, medication obtained medication used and any medical report if present or follow clinic specifics in regard to appointment instructions.
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 Schedules and books (obtained from standards in walk-intoregardrefillsthe documentation from another department) appointments as requested appropriately.
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 Enters and verifies charges and orders efficiently into the
 
 mycare
 
 system.
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 Liaises with the Insurance and Finance Departments.
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 Ensures insurance and finance documentation is completed according to established criteria.
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 Collects payment, issues receipts and completes designed cashier reports by using
 
 mycare
 
 or preparing manual reports correctly.
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 Follows up on cash outstanding and resolves late charges.
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 Modifies from insurance to cash and vice versa as required.
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 Handles insurance process (pre-approved treatment).
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 Coordinates with Medical Imaging for booking appointments (urgent or routine).
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 Directs patient to another department as required.
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 Informs patient about billing details and explains non-covered charges.
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 Participates in ensuring true, honest and accurate patient Customer Survey Feedback.
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 Ensures that all stand layout explanations are filled and updated with non-covered standards in the new brochure.
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 Handles patient complaints and addresses them to the concerned Clinic Manager/PRR Coordinator or Supervisor promptly without delay.
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 Assists in the orientation of new staff members.
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 Facilitates efficient receptionist function by consulting and communicating with all co-workers.
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 Maintains complete awareness at all times of all hospital features/services/prices/packages and hours of operations.
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 Ensures that the place of work and surrounding area is kept clean and organized at all times.
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 Reports equipment failure, safety and security issues, and or/reduction of supply inventory to PRR Supervisor/Coordinator.
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 Promotes incident, and customer complaint reporting to improve patient and family care.
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 </ul>
 
 
 
 
 Qualifications
 
 <ul>
 <li>
 High School Graduate
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 </ul>
 
 
 PROFESSIONAL EXPERIENCE:
 
 
 <ul>
 <li>
 Excellent English and Arabic verbal/written communication skills
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 Demonstrates computer literacy (in
 
 iConnect
 
 System) and efficiency
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 Demonstrates adequate Medical Terminology
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 Exposure to/experience with customer service principles
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 <li>
 Previous cashier experience is preferable
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 </ul>
</div>

Patient Relations Executive

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

<div>
 
 Job Description
 
 
 Assumes overall responsibility for the effective and efficient operation of the LIVIO-IVF clinic in American Hospital Dubai. Directs, co&shy;ordinates, and evaluates the activities of the designated areas for the purpose of maintaining optimal delivery of patient care.
 
 
 Responsibilities
 
 
 
 General:
 
 
 <ul>
 <li>
 Assists nursing staff in the development of clinical decision-making and problem-solving skills through case consultation, clinical demonstration, case review, bedside rounds, etc.
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 Acts as a role model in the application of standards and philosophy of nursing practice.
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 Ensures that nursing practice includes physical, psychological, social, and cultural dimensions utilizing the nursing process with consideration to the developmental and maturational needs of patients.
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 Assumes responsibility for infection control, safety, and comfort of patients.
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 Provides input in formulating patient care policies and procedures.
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 Oversees collaboration with multidisciplinary health care team and coordination of medical and nursing management of patient care.
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 Evaluates all nursing activities related to patient care.
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 Evaluates the integration of the nursing process: identification of patient problem(s), implementation of plan of care and evaluation of patient progress toward desired outcomes(s).
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 Provides direction and guidance in the delivery of patient care, incorporating outcomes and research evidence to guide practice.
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 Promotes, oversees, and monitors unit patient /family education processes.
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 Monitors compliance for accurate reporting and documentation of all patient care.
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 Follows-up with subordinates to make sure they implement them in their daily activities.
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 Demonstrates responsibility for meeting Joint Commission International Accreditation (JCIA) mandatory education (e.g., fire, safety, infection control and others).
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 Participates in collecting and/or reviewing data to enhance services within the department and makes recommendations to modify the unit's clinical practice based on Quality Improvement (QI) findings.
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 Adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
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 Promotes incident and customer complaint reporting to improve patient and family care.
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 Investigates all incidents and customer complaints.
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 Initiates risk management processes suited to the needs of patients in the unit.
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 Ensures safe handling, and administration of Narcotic/ Controlled Drugs and documentation as directed by policies and procedures.
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 Involves the patient, significant others and healthcare provider in the patient&rsquo;s plan of care and education.
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 Provides and supports direct culturally acceptable care for patients and families.
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 Implements and evaluates new and creative approaches to meeting improvement goals.
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 Corrects or reports unsafe conditions to the appropriate departments.
 </li>
 </ul>
 
 
 Operational Management:
 
 
 <ul>
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 Plans, organizes, and manages daily operations of assigned units within the approved budget.
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 Collaborate across disciplines to facilitate patient care and operations.
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 Ensures appropriate staffing:
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 Assigns staff to patients daily according to acuity level.
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 Plans and updates staffing weekly according to the operational hours of the clinic.
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 Ensures proper skill mix.
 </li>
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 Controls overtime.
 </li>
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 Plans for the use of labour (vacation plans) by projecting needs over the calendar year.
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 Ensures availability and maintenance 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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 Submits monthly and annual reports on a timely basis.
 </li>
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 Assists with developing priorities, goals, and action plans.
 </li>
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 Serves as a resource person to subordinates in issues related to the clinic operation within operational hours.
 </li>
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 Participates in performance improvement activities and ensures that quality services are provided.
 </li>
 <li>
 Reviews workflow processes pertinent to own work unit and implements changes as appropriate to evolving conditions and technologies.
 </li>
 </ul>
 
 
 Administrative:
 
 
 <ul>
 <li>
 Enforces attendance policies.
 </li>
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 Implements sick leave policies.
 </li>
 <li>
 Manages vacation scheduling.
 </li>
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 Oversees new employee orientation as well as the preceptorship and mentorship programs to maximize efficient outcomes.
 </li>
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 Develops, reviews, disseminates, and implements American Hospital Dubai's policies and procedures.
 </li>
 <li>
 Explains personnel policies to employees and ensure adherence to policies.
 </li>
 <li>
 Maintains required (patient or non-patient-related) records, data, reports, and statistics for administrative purposes.
 </li>
 <li>
 Supports the administrative structure of the unit and department.
 </li>
 <li>
 Communicates using established organizational channels.
 </li>
 </ul>
 
 
 Staff Development and Management:
 
 
 <ul>
 <li>
 Ensures establishment of responsibilities and identification of priorities and performance standards.
 </li>
 <li>
 Allocates and delegates tasks effectively.
 </li>
 <li>
 Communicate individual goals clearly.
 </li>
 <li>
 Encourages and assists staff to deal appropriately with conflict.
 </li>
 <li>
 Conducts and contributes to staff meetings.
 </li>
 <li>
 Supports the Human Resources activities of the department regarding training, professional development, mentoring, and counselling.
 </li>
 <li>
 Performs evaluations of nursing staff.
 </li>
 <li>
 Monitors and evaluates nursing personnel in accordance with established evaluation criteria, and personnel policies.
 </li>
 <li>
 Provides constructive feedback and support to subordinates to assist them in improving their performance.
 </li>
 <li>
 Invests in the development of the staff nurses on the assigned unit, by providing support, and feedback.
 </li>
 <li>
 Encourages critical thinking and evidence-based nursing practice.
 </li>
 <li>
 Implements specific disciplinary activities and carries out corrective measures, as well as submitting complete investigative reports as delegated.
 </li>
 <li>
 Recommends staff deserving recognition and reward for motivation and exceptional performance.
 </li>
 <li>
 Supports the creation of an environment fostering creativity and professional judgment, promotes staff growth and initiative, nurtures high morale, and meets employee's goals and objectives.
 </li>
 <li>
 Conducts ongoing assessments of staff educational needs and establishes in-service/development programs to meet these needs.
 </li>
 <li>
 Coordinates the development, implementation, and expansion of learning opportunities/skills development for all the unit staff.
 </li>
 <li>
 Monitors and assesses staff knowledge of emergency care.
 </li>
 <li>
 Facilitates opportunities for nursing staff to improve and/or expand clinical knowledge and skills.
 </li>
 <li>
 Identifies needs and implements staff education activities for the use of new equipment and /or technologies.
 </li>
 <li>
 Assesses and monitors staff competency.
 </li>
 <li>
 Coordinates competency&ndash;based validation of nursing staff for unit-specific procedures.
 </li>
 <li>
 Collaborates with other departments (Human Resources and Clinical Educators etc.) towards the development and coaching of subordinates to accomplish unit goals and objectives.
 </li>
 </ul>
 
 
 Unit Specific:
 
 
 <ul>
 <li>
 Counsels the patients and the accompanying family members about the benefits and risks of In-Vitro-Fertilisation (IVF) transparently to enable the conversion of appropriate cases.
 </li>
 <li>
 Provides details to the patients and the accompanying family members about the formalities and procedures that will be followed in cases of successful as well as failed cases of failure.
 </li>
 <li>
 Keeps track of the patients- progress and keeps the referring OB-GYN Specialists informed at periodic intervals.
 </li>
 <li>
 Facilitates the engagement of referring OB-GYN specialists by ensuring that the patients who had successful IVF are directed back to the OB-GYN specialists who referred them.
 </li>
 <li>
 Oversees the processes, procedures, types of equipment, and other facilities employed in In-Vitro-Fertilisation (IVF) and ensures the highest standards are followed through in all the following - semen/ovum collection, storage, fertilization, implantation, and other related sub-processes.
 </li>
 <li>
 Ensures that in cases of In-Vitro-Fertilisation (IVF) failure, the necessary formalities and policies are followed, and the agreed reimbursements are made.
 </li>
 <li>
 Coordinates the team and the Quality Manager and ensures that all clinical policies and procedures within the In-Vitro-Fertilisation (IVF) Center meet the requirements of Joint Commission International Accreditation (JCIA) rules and regulations and other licensing or accrediting bodies.
 </li>
 </ul>
 
 
 
 
 Qualifications
 
 <ul>
 <li>
 Bachelor's degree in nursing (minimum of three (3) years full-time course duration) or
 </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>
 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>
 <li>
 Post Graduate Qualification in Nursing Management/Advanced Clinical Speciality preferable
 </li>
 </ul>
 
 
 PROFESSIONAL EXPERIENCE:
 
 
 <ul>
 <li>
 Minimum of 5 to 7 years of nursing experience in In-Vitro-Fertilisation (IVF).
 </li>
 <li>
 Minimum of three (3) years of Managerial Experience in In-Vitro-Fertilisation (IVF).
 </li>
 <li>
 Knowledge of current practices in reproductive endocrinology and infertility.
 </li>
 <li>
 Knowledge of Joint Commission International Accreditation (JCIA) and Foundation for the Accreditation of Cellular Therapy (FACT) requirements.
 </li>
 <li>
 Skills in Leadership and Management.
 </li>
 <li>
 Ability to speak and write in English fluently.
 </li>
 <li>
 Ability to communicate in Arabic preferred.
 </li>
 <li>
 Private hospital experience preferred.
 </li>
 </ul>
</div>

Nurse Manager - IVF

Join American Hospital Dubai and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

American Hospital Dubai

ABOUT_COMPANY

Patient Relations Executive

Call Center Supervisor

Call Center Manager

Nurse Manager - IVF