Front Office Training Manager

About the role

The Front Office Training Manager leads the design, delivery, standardisation and evaluation of training and competency programmes for Patient Access and front‑office teams across American Hospital Dubai and its clinics. The role ensures staff are consistently prepared to deliver accurate registration, appointment, insurance, financial, customer‑service and patient‑navigation processes in line with hospital policies, patient‑safety requirements, service standards and DHA/JCI expectations.

Key responsibilities

• Design, deliver and standardise training programmes covering hospital operations, patient experience and customer service.
• Train teams on the complete outpatient workflow from appointment booking to bill closure.
• Assess and monitor competency through knowledge tests, observations, simulations and quality audits.
• Conduct regular quality audits of front‑office operations, identify gaps and implement corrective actions.
• Develop and maintain SOPs, training manuals, competency checklists and training matrices.
• Partner with Clinic Managers, Patient Experience, Finance/RCM, HR, Nursing and Operations to ensure consistent front‑office standards.
• Generate training reports and maintain auditable training records.

Required profile

• Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, Education/Training or related field.
• Preferably 5 years of relevant experience, including at least 2 years supervising staff and 1 year as an educator.
• Professional certification in Training & Development, Adult Learning or Customer Experience is preferred.
• Strong knowledge of outpatient workflows, registration, billing and patient‑journey processes.

Required skills

• Proficiency with hospital information systems.
• Experience using Learning Management Systems.
• Advanced Microsoft Office skills.
• Ability to create reporting tools, training materials and dashboards.
• Knowledge of instructional design and competency assessment methods.