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Front Office Manager
Abu Dhabi, United Arab Emirates
- Manages all aspects of individual and corporate customers of NMCSH – AUH.
- Manages all new avenues of service provision at the hospital.
- Collaborate with finance and revenue cycle team for matters related to OP and IP insurance, corporate and self pay billing as and when required.
- Responsible for personnel management of all Customer care staff in coordination with Supervisors / In-charges.
- Manages the call center and ensures proper functioning and continuous improvement in their services.
- Responsible for all hospital reception desks and usher services.
- Proactive intervention and service recovery, whenever required.
- Monitoring hospital performance on key customer service performance indicators and take necessary action to improve scores.
- Stay abreast with the patient feedback received through various channels, including but not limited to feedback forms, call center, social media, surveys, external sources such as mystery shoppers and DOH surveys.
- Take corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policy and work rules.
- Review and optimize processes impacting patient experience, in close coordination with internal (hospital & corporate) stakeholders, as applicable.
- Intervene to help resolving reported inter-/intra-departmental issues and facilitate smooth interdepartmental communication and collaboration.
- Obtain adequate facts and evaluates data to identify and intervene in actual and/or potential safety and risk management issues.
- Document pertinent information, actions and decisions and communicates to appropriate leadership.
- Communicate issues identified by front line staff to appropriate administrative team related to new administrative or departmental initiatives.
- Ensuring that all reports and deliverables are submitted on due dates.
- Collaborate with clinical and support staff to foster delivery of quality care.
- Regular interaction with OP & IP patients and with maintain visibility with hospital staff through daily rounds.
- Assist in evaluating and reassigning staff during crisis situations.
- Provide on-site management of crisis situations to prevent or minimize disruption of services.
- Optimize resources to maintain facility operations.
- Monitor emergency action procedures and coordinate activities related to patient/staff evacuation as needed
- Function as on-site coordinator for internal/external disasters or other major events.
- Supports continuous Quality Improvement. Develops and promotes appropriate standards of care.
- Ensures that there is compliance with the JCI & ISO requirements.
- Provides direction for the hospital and ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
- Demonstrates ability to see the big picture in terms of the strategic operational plan and the ability to monitor and direct processes to fulfill such plans.
- Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
- Develops and promotes a fair administrative environment which is unbiased and apolitical.
- Support clinical, operational and facility services throughout the entire Hospital throughout operational hours.
- Serves on Administrative and other hospital committees as required.
- Performs related duties as assigned by the Head of Operations.
- Attend to committee meeting as assigned.
- Work accordance with the documented OSH procedures and instructions, specific responsibilities.
- Manages all aspects of individual and corporate customers of NMCSH – AUH.
- Manages all new avenues of service provision at the hospital.
- Collaborate with finance and revenue cycle team for matters related to OP and IP insurance, corporate and self pay billing as and when required.
- Responsible for personnel management of all Customer care staff in coordination with Supervisors / In-charges.
- Manages the call center and ensures proper functioning and continuous improvement in their services.
- Responsible for all hospital reception desks and usher services.
- Proactive intervention and service recovery, whenever required.
- Monitoring hospital performance on key customer service performance indicators and take necessary action to improve scores.
- Stay abreast with the patient feedback received through various channels, including but not limited to feedback forms, call center, social media, surveys, external sources such as mystery shoppers and DOH surveys.
- Take corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policy and work rules.
- Review and optimize processes impacting patient experience, in close coordination with internal (hospital & corporate) stakeholders, as applicable.
- Intervene to help resolving reported inter-/intra-departmental issues and facilitate smooth interdepartmental communication and collaboration.
- Obtain adequate facts and evaluates data to identify and intervene in actual and/or potential safety and risk management issues.
- Document pertinent information, actions and decisions and communicates to appropriate leadership.
- Communicate issues identified by front line staff to appropriate administrative team related to new administrative or departmental initiatives.
- Ensuring that all reports and deliverables are submitted on due dates.
- Collaborate with clinical and support staff to foster delivery of quality care.
- Regular interaction with OP & IP patients and with maintain visibility with hospital staff through daily rounds.
- Assist in evaluating and reassigning staff during crisis situations.
- Provide on-site management of crisis situations to prevent or minimize disruption of services.
- Optimize resources to maintain facility operations.
- Monitor emergency action procedures and coordinate activities related to patient/staff evacuation as needed
- Function as on-site coordinator for internal/external disasters or other major events.
- Supports continuous Quality Improvement. Develops and promotes appropriate standards of care.
- Ensures that there is compliance with the JCI & ISO requirements.
- Provides direction for the hospital and ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
- Demonstrates ability to see the big picture in terms of the strategic operational plan and the ability to monitor and direct processes to fulfill such plans.
- Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
- Develops and promotes a fair administrative environment which is unbiased and apolitical.
- Support clinical, operational and facility services throughout the entire Hospital throughout operational hours.
- Serves on Administrative and other hospital committees as required.
- Performs related duties as assigned by the Head of Operations.
- Attend to committee meeting as assigned.
- Work accordance with the documented OSH procedures and instructions, specific responsibilities.
- A Bachelor’s or Master’s degree preferably in administration or Healthcare background required.
- An MBA in healthcare administration is preferable.
- Five years or more in health management positions with demonstrated administrative skills.
- Five or more years prior experience in managing patient relations in large tertiary care setting.
- Excellent command of oral and written English.
- Must be well versed with Word and Excel.
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