Patient Relations Supervisor

About the role

The Patient Relations Supervisor at Al Futtaim Health's Festival City Clinic supervises the day-to-day activities of the Patient Relations Executives (PREs) and supports the call center department in all aspects. The role sits under the Patient Experience Manager and Unit in Charge.

Key responsibilities

• Oversee and coordinate the PREs department, keeping the Patient Experience Manager and Unit in Charge informed of concerns and deviations from objectives, and suggesting solutions.
• Organize and administer the PREs' projects and tasks according to the clinic's and patients' current needs.
• Act as floor supervisor to ensure effective, timely encounters and service excellence, giving hands-on support to the PREs team.
• Enable PREs to collect patient feedback via satisfaction surveys, compile monthly data and report findings to management.
• Help convert enquiries into services to meet business targets.
• Produce and analyse statistics reports for management, draft the monthly roster of PREs and identify training needs.
• Support the rollout of new technology, systems and tools that improve service and patient experience.

Required profile

• Bachelor's degree required; a degree in business administration or management is desirable.
• Significant experience managing a team of administrators.
• Significant experience in customer care and administration or booking administration roles, with demonstrated commercial awareness.
• Fluency in Arabic is highly preferred.

Required skills

• Leadership, supervisory and decision-making skills
• Written and oral communication, critical thinking and conflict and complaint management
• Customer service, empathy and problem-solving with diverse clients
• Excellent IT skills and process review skills