Front Office Manager

at  NMC Healthcare

• Monitoring all Customer Care, Call Centre, Billing activation, Corporate Claims, and customer flow at the hospital.
• Ensure a good Customer feedback & satisfaction and arrive at a common motto towards excellence in customer delight.
• Management of admissions of the inpatients to the hospital.
• Ensure billing processes are in line with policies to constantly safeguard the financial position of the hospital.
• Appointment management and VIP Management
• Responsible & actively participate hospital JCI accreditation & re-accreditation
• Responsible and participate all Business Excellence performance
• Member of Patient Experience committees
• Ensure optimum staff motivation at all times.
• Ensures that programs and standards for ongoing education of the customer care executives are established periodically or as the need arises.
• Facilitate communication between the customer care team and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental queries / problems.
• Develops staffing needs and participate in recruitment planning for customer care resources allocation in coordination with the management.
• Advise Floor supervisors in preparation of the monthly duty roster as well as the scheduled annual leaves of all the Executives.
• Ensures customer care department preventive and ongoing maintenance of equipment is carried out and reporting all failure or deficiencies through appropriate channels or department heads.
• Ensure proper orientations and evaluations of all newly joined customer care executives in the Hospital.
• Ensure good grooming & etiquette standards for all customer care executives.
• Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
• Establish, monitor and ensure professional standards are maintained within the Department.
• Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
• Assist in the development of Policy and Procedures which will involve the department.
• Serves on Administrative and other hospital committees as requested.
• Monitor and improve the patient status in different aspect as a part of revenue cycle.
• Address the staff knowledge and skills needed to assess and to meet patient needs.
• Monitoring all Customer Care, Call Centre, Billing activation, Corporate Claims, and customer flow at the hospital.
• Ensure a good Customer feedback & satisfaction and arrive at a common motto towards excellence in customer delight.
• Management of admissions of the inpatients to the hospital.
• Ensure billing processes are in line with policies to constantly safeguard the financial position of the hospital.
• Appointment management and VIP Management
• Responsible & actively participate hospital JCI accreditation & re-accreditation
• Responsible and participate all Business Excellence performance
• Member of Patient Experience committees
• Ensure optimum staff motivation at all times.
• Ensures that programs and standards for ongoing education of the customer care executives are established periodically or as the need arises.
• Facilitate communication between the customer care team and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental queries / problems.
• Develops staffing needs and participate in recruitment planning for customer care resources allocation in coordination with the management.
• Advise Floor supervisors in preparation of the monthly duty roster as well as the scheduled annual leaves of all the Executives.
• Ensures customer care department preventive and ongoing maintenance of equipment is carried out and reporting all failure or deficiencies through appropriate channels or department heads.
• Ensure proper orientations and evaluations of all newly joined customer care executives in the Hospital.
• Ensure good grooming & etiquette standards for all customer care executives.
• Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
• Establish, monitor and ensure professional standards are maintained within the Department.
• Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
• Assist in the development of Policy and Procedures which will involve the department.
• Serves on Administrative and other hospital committees as requested.
• Monitor and improve the patient status in different aspect as a part of revenue cycle.
• Address the staff knowledge and skills needed to assess and to meet patient needs.
• Preferably a college graduate in any discipline.
• Minimum 3-year experience as a customer care in a patient focused environment and operation of multi-line switchboard system.
• Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
• Must have an exceptional interpersonal skills, and leadership skills, and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
• Patient focused; service oriented; patient & understanding.
• Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.

Please refer the Job description for details