Urwah Admin

American Hospital Dubai

<div>
 
 Provides comprehensive support in various medical procedures, including assisting with aerosol treatment, conducting the Bili Check procedure, aiding in circumcision, insertion of enteral feeding tubes, and administering HbA1c tests. Offers support in conducting health history interviews and physical assessments for paediatric patients, as well as assisting with point-of-care testing for influenza and rapid strep tests. Aids in vaccine administration, paediatric visual screenings, and blood culture sample collection, while also assisting with ketone meter usage and nasopharyngeal specimen collection. Provides support in oral care for infants and toddlers, administer oral drugs to infants, performs Oro nasopharyngeal suctioning, and collects throat swabs.
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Supports with Aerosol Treatment.
 </li>
 <li>
 Assists with Bili Check Procedure.
 </li>
 <li>
 Aids in Circumcision Process.
 </li>
 <li>
 Aids in Enteral Feeding Tube Insertion.
 </li>
 <li>
 Assists with HbA1c Testing.
 </li>
 <li>
 Supports in Health History Interview and Pediatrics Physical Assessment.
 </li>
 <li>
 Assists with point-of-care testing for Influenza Diagnosis in Ambulatory Settings.
 </li>
 <li>
 Aids in Point of Care Testing for Rapid Strep Test.
 </li>
 <li>
 Supports with Vaccine Administration.
 </li>
 <li>
 Aids in Pediatrics Visual Screening.
 </li>
 <li>
 Assists with Blood Culture Sample Collection in Pediatrics.
 </li>
 <li>
 Aids with Ketone Meter Usage.
 </li>
 <li>
 Assists in Nasopharyngeal Specimen Collection in Pediatrics.
 </li>
 <li>
 Supports in Infant Oral Care.
 </li>
 <li>
 Supports in Toddler Oral Care.
 </li>
 <li>
 Aids in Oral Drug Administration for Infants.
 </li>
 <li>
 Assists with Oro nasopharyngeal Suctioning.
 </li>
 <li>
 Supports with Throat Swab Collection.
 </li>
 </ul>
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor's degree in nursing (minimum of three (3) years full-time course duration) or
 </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>
 Minimum of two (2) years of recent post-graduate experience in a Pediatrics nursing
 </li>
 <li>
 Knowledge of and ability to render care and services based on age, appropriateness, and developmental needs of patients
 </li>
 <li>
 Skills in the assessment of patient and family's physical and psychological needs
 </li>
 <li>
 Skills in coordination and planning of care and prioritising care based on individual needs
 </li>
 <li>
 Basic Cardiac Life Support (BCLS) certification is essential
 </li>
 </ul>
 
 
 
</div>

Staff Nurse - Pediatric Ward

<div>
 
 
 Position: Staff Nurse - Emergency
 
 
 
 
 Position Description:
 
 
 
 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 in the Emergency Department setting.
 
 
 
 Position Responsibility:
 
 
 
 
 General:
 
 
 
 &bull;Provides age-specific patient-centered care utilizing the nursing process.
 
 
 &bull;Performs patient assessment using appropriate, problem-focused, and age-specific assessment techniques.
 
 
 &bull;Performs continual critical care assessment of patient and family's physical and psychological needs.
 
 
 &bull;Involves the patient, significant others, and health care providers in the plan of care when appropriate.
 
 
 &bull;Collaborates with a multi-disciplinary team to provide patient care.
 
 
 &bull;Coordinates and plans critical care/clinical pathway, and prioritizes care, based on individual needs. Revise the care plan as necessary.
 
 
 &bull;Initiates appropriate transfer plan.
 
 
 &bull;Recognizes subtle cues to anticipate potential problems.
 
 
 &bull;Documents all relevant data in the medical record according to hospital/departmental standards.
 
 
 &bull;Ensures availability and maintenance of supplies and equipment needed for the unit and patient care.
 
 
 &bull;Performs clerical duties when needed.
 
 
 &bull;Assumes responsibility for meeting Joint Commission International Accreditation (JCIA) required mandatory education (e.g. fire, safety, infection control and others).
 
 
 &bull;Participates in staff meetings and unit committees/projects.
 
 
 &bull;Participates in developing and achieving unit goals.
 
 
 &bull;Maintains a safe environment for patients and staff.
 
 
 &bull;Performs safe handling and administrating of Narcotic/Controlled and Semi-Controlled Drugs and documentation as directed by policies and procedures.
 
 
 &bull;Ensures completion of unit competencies i.e. pain management, and utilization of Emergency department devices.
 
 
 &bull;Maintains clinical and professional competency based on the latest research and established standards of practice.
 
 
 &bull;Completes yearly, the critical care nursing competencies (basic).
 
 
 &bull;Participates in unit-based Continuous Quality Improvement (CQI) activities (data collection, CQI teams, incident reporting, customer complaint reporting, medication error reporting etc.).
 
 
 &bull;Participates in ongoing educational activities.
 
 
 &bull;Maintains mandatory educational requirements.
 
 
 &bull;Performs additional duties when required.
 
 
 
 Unit Specific:
 
 
 
 &bull;Ensures patients are prioritized for care through utilization of the unit's triage process.
 
 
 &bull;Coordinates and communicates with various departments to achieve optimal care for patients.
 
 
 &bull;Assists new employees during the orientation period when required.
 
 
 &bull;Ensures implementation of guidelines and new processes in the Emergency Department.
 
 
 &bull;Performs continual assessment of patients using the Emergency Severity Index (ESI) as guidelines.
 
 
 &bull;Performs TRIAGE in the Emergency Department.
 
 
 &bull;Identifies complications and deviations from the norm.
 
 
 &bull;Recognizes emergency situations and demonstrates the necessary skills to intervene in a timely manner.
 
 
 &bull;Performs nursing interventions/procedures in accordance with established standards of care and policy and procedures of the Emergency Department.
 
 
 &bull;Performs Emergency Nursing interventions and procedures as required in a timely manner according to patient needs.
 
 
 &bull;Ensures and maintains a therapeutic environment for patients and staff.
 
 
 &bull;Assists medical colleagues with diagnostic therapeutic interventions and has full knowledge of assessing, planning, intervening, and evaluating the need for such interventions.
 
 
 &bull;Maintains accurate and thorough documentation following established guidelines.
 
 
 &bull;Demonstrates prompt but accurate judgment when rendering care to clients in an emergency situation.
 
 
 &bull;Foresees unpredicted changes in patient dependency and volume of work in the Emergency Department.
 
 
 &bull;Coordinates and reinforces necessary follow-up care, evaluation and or discharge instructions to patients on discharge from the Emergency Department.
 
 
 &bull;Evaluates the patient's need for further care and assist them when necessary.
 
 
 &bull;Floats to other areas within the hospital when required.
 
 
 &bull;Attends home visits when required.
 
 
 &bull;Administers medication according to the hospital policy.
 
 
 &bull;Documents medication administration accurately according to protocol.
 
 
 &bull;Escalates InfectionControl issues, reports and documents as directed in the Infection Control policies and procedures.
 
 
 &bull;Checks crash cart, and other group assignments.
 
 
 &bull;Ensures the next shift receives a complete and pertinent report that facilitates continuity of care.
 
 
 
 Position Qualification:
 
 
 
 &bull;Bachelor's degree in nursing (minimum of three (3) years full-time course duration) or
 
 
 &bull;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
 
 
 &bull;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)
 
 
 &bull;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)
 
 
 &bull;Must hold a valid License/Registration to practice in their home country and/or country of last employment (where applicable)
 
 
 &bull;Must hold a minimum of a valid Basic Life Support (BLS) Certification or others according to the scope of practice
 
 
 &bull;Basic Cardiac Life Support (BCLS) certification
 
 
 &bull;Pediatric Advanced Life Support (PALS) certification
 
 
 &bull;Advanced Cardiac Life Support (ACLS) certification - must be attained within 6 months of employment through the American Hospital Dubai's course
 
 
 &bull;Trauma Nursing Core Course (TNCC) certification preferred
 
 
 &bull;Canadian Triage and Acuity Scale (CTAS) certification preferred
 
 
 
 PROFESSIONAL EXPERIENCE:
 
 
 
 &bull;Minimum of two (2) years of recent post-graduate experience in Emergency Room
 
 
 &bull;Knowledge of and ability to render care and services based on age, appropriateness, and developmental needs of patients
 
 
 &bull;Skills in the assessment of patient and family's physical and psychological needs
 
 
 &bull;Skills in coordination and planning of care and prioritising care based on individual needs
 
 
 &bull;Basic Cardiac Life Support (BCLS) certification is essential
 
</div>

Staff Nurse - Emergency

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

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Staff Nurse - Pediatric Ward

Staff Nurse - Emergency

Call Center Supervisor

Call Center Manager