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Duty Officer Jobs in Abu Dhabi, UAE
Job Description
- Directly supervising all Front Office Operations
- Handling patient complaints and 24/7 complaints phone as and when assigned
- Documenting complaints on Sapphire
- 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 the same
- Acting as the main point of contact for CRM-related administrative reports such as DOH, OSHAAD, and Quality Department reports
- Establishing, monitoring, and ensuring professional standards are maintained within the department
- Ensuring that ongoing education programs and standards for receptionists are established as needed
- Facilitating communication between front office executives, patients/clients, and other healthcare team members to resolve inter-unit or inter-departmental issues
- Developing staffing needs and participating in recruitment planning and resource allocation with management
- Providing coverage for unscheduled absenteeism, sick leave, and emergency leave
- Preparing the monthly duty roster and scheduling annual leaves for receptionists
- Ensuring preventive and ongoing equipment maintenance and reporting failures or deficiencies through appropriate channels
- Ensuring receptionists meet grooming standards
- Coordinating the ordering and stitching of uniforms for all Front Office staff at NMCRH-Khalifa City
- Serving on administrative and hospital committees as requested
- Performing other related duties as assigned by the Head of Department
- Complying with all OSH and infection control policies, standards, and procedures, and cooperating with hospital management to meet requirements
- Working according to documented OSH procedures and specific responsibilities
- Being familiar with emergency and evacuation procedures
- Notifying OSH hazards, incidents, near misses, and assisting with risk assessments and incident reports
- Complying with waste management procedures and policies
- Attending applicable 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 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 training is conducted, including general, departmental, FMS, OSH orientation for new or transferred employees, and refresher training
- Overseeing Front Office customer service observations and providing feedback to staff
- Acting as the main point of contact for reports such as Mystery Shopper feedback, Knowledge Track, and monthly OPD KPI data
Responsibilities
- Directly supervising all Front Office Operations
- Handling patient complaints and 24/7 complaints phone as and when assigned
- Documenting complaints on Sapphire
- 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 the same
- Acting as the main point of contact for CRM-related administrative reports such as DOH, OSHAAD, and Quality Department reports
- Establishing, monitoring, and ensuring professional standards are maintained within the department
- Ensuring that ongoing education programs and standards for receptionists are established as needed
- Facilitating communication between front office executives, patients/clients, and other healthcare team members to resolve inter-unit or inter-departmental issues
- Developing staffing needs and participating in recruitment planning and resource allocation with management
- Providing coverage for unscheduled absenteeism, sick leave, and emergency leave
- Preparing the monthly duty roster and scheduling annual leaves for receptionists
- Ensuring preventive and ongoing equipment maintenance and reporting failures or deficiencies through appropriate channels
- Ensuring receptionists meet grooming standards
- Coordinating the ordering and stitching of uniforms for all Front Office staff at NMCRH-Khalifa City
- Serving on administrative and hospital committees as requested
- Performing other related duties as assigned by the Head of Department
- Complying with all OSH and infection control policies, standards, and procedures, and cooperating with hospital management to meet requirements
- Working according to documented OSH procedures and specific responsibilities
- Being familiar with emergency and evacuation procedures
- Notifying OSH hazards, incidents, near misses, and assisting with risk assessments and incident reports
- Complying with waste management procedures and policies
- Attending applicable 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 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 training is conducted, including general, departmental, FMS, OSH orientation for new or transferred employees, and refresher training
- Overseeing Front Office customer service observations and providing feedback to staff
- Acting as the main point of contact for reports such as Mystery Shopper feedback, Knowledge Track, and monthly OPD KPI data
Qualifications
- Preferably a college graduate in any discipline.
Minimum 5 to 10 years’ experience in handling reception in a patient focused environment and operation of
multi-line switchboard system. Preferably with minimum 3 years’ experience as Supervisor.
Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet
explorer skills.
Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a
professional manner with diverse range of individuals, superior phone etiquette skills.
Patient focused; service oriented; patient & understanding.
Efficient organizational skills, ability to handle multiple responsibilities under pressure while maintaining
composure.
Reliable, punctual, dependable, and responsive.
Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
