Patient Admin Supervisor

Key Accountabilities

• Operational Management
• Managing Patient Experience 
• Compliance with Regulations
• Staff Supervision and Training
• Budgeting and Financial Management
• Scheduling and Workflow Optimisation
• Patient Safety and Care
• Performance Metrics and Reporting
• Risk Management and Incident Reporting

Specific Responsibilities for this Role

•  Align daily operations with the company’s values and culture.
• Support the team in achieving departmental goals and objectives.
• Supervise work outputs related to appointment scheduling, patient registration, medical insurance & billing.
• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment where you can develop and grow your team.
• Orientate new joiners and sign of probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Monitor employee scheduling of the department to ensure operational coverage.
• Support and monitor cost management initiatives.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
• Support staff engagement initiatives.
• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
• Complete yearly appraisals, coach & developing the team.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements. 
• Complaint management & process improvements linked to overall patient experience.
• Participates in Hospital training programs.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,   patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. 
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors.
• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
• Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
• Generate detailed reports on patient invoices, outstanding balances, and payment collections.
• To create and continuously maintain an enabling environment where people can develop and grow. 
• To ensure that performance management contracts are in place for the team. 
• Conduct and document bi-annual performance conversations  .
• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources. 
• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
• Monitor the quality of onboarding for new employees;  new employees are orientated and probation periods are signed off  .
• Maintain professional conduct and discipline within the team. 
• Work closely with the recruitment team to recruit and select competent employees .
• Monitor employee scheduling of the department to ensure sufficient operational coverage.

Minimum Qualification & Experiences

• Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
• 3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage

Key Accountabilities

• Operational Management
• Managing Patient Experience 
• Compliance with Regulations
• Staff Supervision and Training
• Budgeting and Financial Management
• Scheduling and Workflow Optimisation
• Patient Safety and Care
• Performance Metrics and Reporting
• Risk Management and Incident Reporting

Specific Responsibilities for this Role

•  Align daily operations with the company’s values and culture.
• Support the team in achieving departmental goals and objectives.
• Supervise work outputs related to appointment scheduling, patient registration, medical insurance & billing.
• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment where you can develop and grow your team.
• Orientate new joiners and sign of probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Monitor employee scheduling of the department to ensure operational coverage.
• Support and monitor cost management initiatives.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
• Support staff engagement initiatives.
• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
• Complete yearly appraisals, coach & developing the team.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements. 
• Complaint management & process improvements linked to overall patient experience.
• Participates in Hospital training programs.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,   patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. 
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors.
• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
• Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
• Generate detailed reports on patient invoices, outstanding balances, and payment collections.
• To create and continuously maintain an enabling environment where people can develop and grow. 
• To ensure that performance management contracts are in place for the team. 
• Conduct and document bi-annual performance conversations  .
• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources. 
• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
• Monitor the quality of onboarding for new employees;  new employees are orientated and probation periods are signed off  .
• Maintain professional conduct and discipline within the team. 
• Work closely with the recruitment team to recruit and select competent employees .
• Monitor employee scheduling of the department to ensure sufficient operational coverage.

Minimum Qualification & Experiences

• Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
• 3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage

Minimum Qualification & Experiences

• Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
• 3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage

Competencies 

Core

Level

Proficient

Strong knowledge in Insurance, Registration and Billing.

Proficient  

Strong analytical and problem-solving skills

Proficient  

Proficient

Proficient

Proficient