Job Overview
Al-Futtaim Health is hiring an experienced Patient Relations Supervisor in Dubai, UAE, for its UW Mall Clinic. This is an excellent opportunity for professionals with strong leadership, customer service, healthcare administration, and patient experience management skills.
The Patient Relations Supervisor will oversee the daily operations of the Patient Relations Executives (PREs) team and provide operational support to the clinic’s call centre department. The role focuses on improving patient satisfaction, maintaining service quality, managing patient enquiries and complaints, and ensuring efficient clinic operations.
The successful candidate will work closely with the Patient Experience Manager and Unit in Charge to achieve service excellence, improve patient engagement, and support the clinic’s operational and business objectives.
Key Responsibilities
Patient Relations Team Management
Supervise and coordinate the daily activities, performance, and responsibilities of the Patient Relations Executives (PREs).
Monitor team performance and ensure that departmental standards, service objectives, and operational targets are achieved.
Identify performance gaps, highlight operational concerns, and recommend practical solutions to the Patient Experience Manager and Unit in Charge.
Provide hands-on operational support to the PREs team to ensure smooth daily operations.
Organise departmental projects and assign tasks according to patient requirements and clinic priorities.
Patient Experience and Customer Service
Act as a floor supervisor to monitor patient interactions and ensure efficient handling of every patient encounter.
Maintain high standards of patient service, communication, and overall customer experience.
Support the PREs team in collecting patient feedback through Patient Satisfaction Surveys.
Analyse monthly patient satisfaction data and internal feedback to identify opportunities for service improvement.
Prepare detailed patient experience reports and share findings with the Patient Experience Manager and Unit in Charge.
Assist in managing patient complaints, service concerns, and customer-related issues professionally.
Clinic Operations and Business Support
Ensure patient enquiries are effectively converted into healthcare services to support clinic business targets.
Monitor departmental productivity and prepare statistical reports for management review.
Prepare monthly duty rosters for Patient Relations Executives and submit them to the Unit in Charge for approval.
Identify employee training needs and recommend appropriate development initiatives.
Support the introduction and implementation of new technologies, systems, and digital tools that improve operational efficiency and patient experience.
Coordinate with relevant departments to maintain effective communication and smooth clinic operations.
Required Skills and Competencies
Candidates applying for the Patient Relations Supervisor position at Al-Futtaim Health should demonstrate the following skills:
Strong leadership and team supervisory abilities.
Excellent written and verbal communication skills.
Effective decision-making and problem-solving abilities.
Strong operational management and critical-thinking skills.
Experience in conflict resolution and patient complaint management.
Excellent multitasking and organisational skills.
Ability to review processes and recommend improvements.
Strong interpersonal and relationship-building skills.
Excellent IT and computer proficiency.
Customer service skills, including diplomacy, patience, and problem-solving.
Empathetic and compassionate approach to patient care.
Strong analytical and reporting capabilities.
Education and Qualifications
A Bachelor’s Degree from a recognised university is required.
A degree in Business Administration or Management is preferred.
Relevant academic qualifications in healthcare administration or a related discipline may be beneficial.
Experience and Knowledge
Significant experience managing and supervising a team of administrative professionals.
Strong background in customer service, patient relations, or administrative operations.
Experience in booking administration, appointment coordination, or customer care roles.
Demonstrated commercial awareness and understanding of service delivery objectives.
Ability to manage daily operational activities while maintaining high standards of customer satisfaction.
About Al-Futtaim Health
Al-Futtaim Health is the healthcare division of the Al-Futtaim Group, providing integrated and community-based healthcare services across the UAE.
Through its HealthHub network, the organisation operates more than 12 clinics across Dubai, supported by a Day Surgery Centre, Al-Futtaim Health Labs, pharmacies, home healthcare services, and digital health solutions.