Duty Officer

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates NMC healthcare LLC Full time 120,000 - 180,000 per year
Job Description
  • Directly supervising all Front Office operations.
  • Handling patient complaints and managing the 24/7 complaints phone, as assigned.
  • Documenting complaints in the Sapphire system.
  • Following up with all HODs regarding corrective actions taken.
  • Managing complaint records.
  • Handling and supporting all 999/police-related cases referred to the emergency department.
  • Following up on all front office-related billing, insurance, and registration errors and recording them.
  • Serving as the main point of contact for handling all CRM-related administrative reports, including DOH, OSHAAD, and Quality Department reports.
  • Establishing, monitoring, and ensuring professional standards are maintained within the department.
  • Ensuring that programs and standards for ongoing education of receptionists are established periodically or as needed.
  • Facilitating communication between front office executives, patients/clients, and other healthcare team members, including solving inter-unit or inter-departmental issues.
  • Developing staffing needs and participating in recruitment planning for resource allocation, in coordination with management.
  • Providing appropriate coverage for unscheduled absenteeism, sick leaves, and emergency leaves.
  • Preparing the monthly duty roster and annual leave schedule for receptionists.
  • Ensuring preventive and ongoing maintenance of equipment, and reporting failures or deficiencies through appropriate channels.
  • Ensuring grooming standards are met by receptionists.
  • Coordinating the ordering and tailoring of uniforms for all front office staff at NMCRH-Khalifa City.
  • Serving on administrative and other hospital committees as requested.
  • Performing related duties as assigned by the Head of Department.
  • Complying with all OSH and infection control policies, standards, and procedures; cooperating with hospital management in these areas.
  • Working in accordance with documented OSH procedures and instructions.
  • Being familiar with emergency and evacuation procedures.
  • Reporting OSH hazards, incidents, near misses, and assisting in preparing risk assessments and incident reports.
  • Complying with waste management procedures and policies.
  • Attending relevant OSH/Infection Control training programs, mock drills, and awareness sessions.
  • Using appropriate personal protective equipment and safety systems.
  • Ensuring employees follow applicable OSH/Infection Control policies, procedures, and standards.
  • Reporting any OSH-related incidents, near misses, and hazards in a timely manner.
  • Ensuring corrective actions for incidents are implemented.
  • Assisting with preparation of risk assessments and monitoring control measures.
  • Ensuring all required training is conducted, including general/departmental/FMS/OSH orientation for new or transferred employees, and refresher training for current staff.
  • Responsible for conducting Front Office customer service observations and sharing feedback with the team.
  • Serving as the main point of contact for additional reports such as Mystery Shopper feedback, Knowledge Track data, and Monthly OPD KPI reports.
Desired Candidate Profile
Qualifications
  • Preferably a college graduate in any discipline.
  • Minimum 5 to 10 years of experience handling reception in a patient-focused environment and operating a multi-line switchboard system; preferably with at least 3 years of supervisory experience.
  • Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
  • Must possess exceptional interpersonal skills, maturity, sound judgment, and the ability to communicate professionally with a diverse range of individuals; excellent phone etiquette is essential.
  • Patient-focused, service-oriented, and empathetic.
  • Strong organizational skills with the ability to manage multiple responsibilities under pressure while maintaining composure.
  • Reliable, punctual, dependable, and responsive.
  • Excellent command of oral and written English; knowledge of Arabic is advantageous but not essential.

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