Website NMC Healthcare
NMC Healthcare is the largest private healthcare company in the UAE and ranks amongst the leading fertility service providers in the world. Over the last 46 years, NMC has earned the trust of millions, thanks to its personalized care, genuine concern and a sincere commitment to the overall well-being of the patient.NMC Healthcare is the largest private healthcare company in the UAE and ranks amongst the leading fertility service providers in the world. Over the last 46 years, NMC has earned the trust of millions, thanks to its personalized care, genuine concern and a sincere commitment to the overall well-being of the patient.
Duty Officer
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.
Responsibilities
- 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.
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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