✨ AI Summary
The Front Office Manager (Healthcare & Call Centre) is responsible for overseeing daily patient reception operations and the centralized call centre in a healthcare setting. This role ensures a smooth patient journey from initial contact to checkout, leading front-desk and agent teams to deliver high-quality patient service, optimize appointment scheduling, and maintain compliance with U.A.E. healthcare regulations. Key responsibilities include supervising front-desk operations, managing patient flow, resolving complaints, overseeing financial collections, and ensuring accurate medical insurance verification. The manager will also lead call centre operations, monitor metrics, implement strategies to reduce no-shows, and develop call scripts. Team leadership, training, and enforcement of compliance with U.A.E. health authorities are also critical aspects of this role.
Requirements
Requires a minimum of 3-5 years of healthcare front-office management experience in the U.A.E., with a proven background supervising call centre operations or centralized booking systems. Must have a strong understanding of U.A.E. medical insurance models and local healthcare regulations, and proficiency in hospital systems and call centre software. Excellent command of English is essential, with Arabic language skills being highly preferred.
Description
1. Job SummaryThe Front Office Manager (Healthcare & Call Centre) oversees daily patient reception operations and the centralized call centre. This role ensures a seamless patient journey from initial phone inquiry to clinic checkout. The manager leads front-desk and agent teams to deliver high-quality patient service, optimize appointment scheduling, and maintain strict compliance with U.A.E healthcare regulations.2. ResponsibilitiesFront Office & Patient ExperienceSupervise daily front-desk operations, patient registration, and checkout processes.Minimize patient wait times at reception through efficient queue management.Resolve patient complaints professionally to maintain high satisfaction scores.Ensure accurate collection of co-payments and daily financial reconciliation.Oversee medical insurance verification and eligibility checks at the front desk.Call Centre OperationsManage call centre agents to achieve service level agreements (SLAs).Monitor daily call metrics, including average handling time and abandonment rates.Implement strategies to reduce patient no-show rates and maximize booking conversions.Develop call scripts to maintain consistent, professional telephonic communication.Coordinate agent schedules to ensure adequate phone coverage during peak hours.Team Leadership & ComplianceTrain, mentor, and evaluate front-desk staff and call centre agents.Enforce compliance with U.A.E health authorities (DHA, DOH, MOHAP) regarding patient data.Maintain accurate records within the hospital system and CRM.Collaborate with clinical teams to streamline patient flow and scheduling.3. Requirements & QualificationsExperience: Minimum 3-5 years of healthcare front-office management experience in the U.A.E.Specialized Skill: Proven background supervising call centre operations or centralized booking systems.Knowledge: Strong understanding of U.A.E medical insurance models and local healthcare regulations.Systems: Proficiency in hospital systems and call centre software.Languages: Excellent command of English, Arabic language skills are highly preferred.