Supervisor Patient Services

Job description / Role

Purpose:
Assist the Receptionist in Patient Services Department in the day to day activities for an excellent customer care result. Dealt with patient complains and VIP services.

Key Outputs:
- Collaborates with Clinic In-charge in the continual review and improvement of the department's policy and procedures and work instructions as well. Recommend improvements on the work processes based on the existing quality management systems of the clinic.
- Demonstrates appropriate handling of emergency situations in a calm, effective manner. Assists the designated individuals in the proper handling of emergency situations in the clinic.
- Demonstrate behavior that promotes positive customer relations with the patients, visitors and members of the hospital staff.
- Meets and greets patients, families and VIP's in a friendly and efficient manner and guide them to the relevant wards, clinics or offices. Assist VIP customer throughout their visit.
- Ensure that operational plans and improvement activities of the Customer Care Section are understood and implemented under the direct guidance of the Clinic In-charge.
- Maintain patient rights and responsibilities at all times.
- Provide patients, visitors and staff with accurate and updated information regarding the services of Al Noor Specialty Medical Center. This shall be carried out in a prompt and courteous manner at all times during one-on-one direct interaction or while handling telephone inquiries.
- Assist the Clinic In-Charge in ensuring the smooth flow of patients and guests in the Out-Patient Clinics and Departments. Collaborates with the Receptionists to ensure adherence to the Computerized Appointment Systems and other standard procedures within the department.
- Assist the Department while on off-duty (if necessary) by covering the short staffed areas.
- Collaborates with the Security staff in monitoring the patients/visitors flow in identifying individuals coming to the Main Reception, in/out from the hospital.
- Enforces visitations policies and procedures in collaboration with concerned departments.
- Ensure that compliance to Patient and Corporate Confidentiality at all times.
- Identifies and attend to problem areas and/or maintenance needs in the assigned areas.
- Alert the Clinic In-charge appropriately matters that concern the hospital and patient safety.
- Assist VIP's and facilitate their visits in the Hospital.
- Assist the Clinic In-Charge in the training of new employees on the proper billing settling the insurance claims, answering the phones, greeting patients and other work related procedures.
- Evaluate new trainees by submitting feedback sheet periodically about their job performance and areas for improvement to the Clinic In-Charge.
- Participates in the continuous training and development programs in the department conducted collaboratively by the Customer Care i.e. customer service, telephone skills and other developmental programs.
- Ensures that frontline staff conforms to Al Noor Hospital's Dress Code and Grooming standards.
- Ensure adequacy of material resources and stationary requirements in the clinics and the Main Reception.
- Performs projects and assignments as delegated by the Head of the Departments.
- Conduct periodic checks (at least every 2 hours) in all Out-Patient Clinics and Departments, including hallways, comfort rooms, staircase and other public areas to verify cleanliness and up keep, monitoring and reporting of potentially hazardous situations. Collaborates with concerned Department Head/In-charges if necessary. N.B. it is recommended that a checklist be made to document findings during environmental rounds.
- Check and control the timely attendance of Patient Services Department staffs
- Adhere to Infection Control and Health and Safety measures.
- Be actively involved in the quality improvement activities within the Department.
- Ensure that employees follow EHSMS policies, standards and procedures and ensure that they have received proper safety training as applicable.
- Report any EHS relevant hazards, mishaps and incidents to the Department safety representative and department Manager as per EHS incident reporting procedure.
- Conduct incident and outbreak investigation
- Follow up on remediation efforts to reduce hazards and risks

Requirements

- Relevant Bachelor’s degree or equivalent education
- 2 years of experience in similar field.
- Excellent interpersonal and communication skills
- Good command of written and spoken English language; knowledge in Arabic is preferred.
- Excellent computer skills.
- Presentable and professional attitude as well as a confident and enthusiastic personality.
- Able to effectively work under pressure.
- Ability to effectively lead and motivate a professional team.
- Excellent problem solving and decision making skills and Critical thinking skills
- Customer service skills.
- Ability to provide cover for extended working hours.
- Able to shift between different tasks within a specific time frame.

About the Company

Founded in 1985, Al Noor Hospital provides a complete continuum of healthcare and has places itself among the Leading private hospital services provider in Abu Dhabi. Relocation of Al Noor Hospital to Khalifa Street in 1999, Al Noor Khalifa Branch was launched in the year 2001.

In 2006, Al Noor Hospital was established in Al Ain followed by the inauguration of its unique, purpose-built hospital at Airport Road in 2008. The hospital soon evolved into a state-of-the-art healthcare provider, employing experienced medical professionals and the latest facilities. It has since achieved remarkable progress in the healthcare industry and has recently expanded to Abu Dhabis Western region, opening specialized clinics in Madinat Zayed, Mirfa and Mussafah, offering medical services as well as emergency referrals to its Abu Dhabi branches.