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Front Office Manager - Healthcare
Job Description & How to Apply Below
1. Job Summary
The Front Office Manager (Healthcare & Call Centre) oversees daily patient reception operations and the centralized call centre. This role ensures a seamless patient journey from initial phone inquiry to clinic checkout. The manager leads front-desk and agent teams to deliver high-quality patient service, optimize appointment scheduling, and maintain strict compliance with U.A.E healthcare regulations.
2. Responsibilities Front Office & Patient Experience- Supervise daily front-desk operations, patient registration, and checkout processes.
- Minimize patient wait times at reception through efficient queue management.
- Resolve patient complaints professionally to maintain high satisfaction scores.
- Ensure accurate collection of co-payments and daily financial reconciliation.
- Oversee medical insurance verification and eligibility checks at the front desk.
- Manage call centre agents to achieve service level agreements (SLAs).
- Monitor daily call metrics, including average handling time and abandonment rates.
- Implement strategies to reduce patient no-show rates and maximize booking conversions.
- Develop call scripts to maintain consistent, professional telephonic communication.
- Coordinate agent schedules to ensure adequate phone coverage during peak hours.
- Train, mentor, and evaluate front-desk staff and call centre agents.
- Enforce compliance with U.A.E health authorities (DHA, DOH, MOHAP) regarding patient data.
- Maintain accurate records within the hospital system and CRM.
- Collaborate with clinical teams to streamline patient flow and scheduling.
- Experience: Minimum 3-5 years of healthcare front-office management experience in the U.A.E.
- Specialized Skill: Proven background supervising call centre operations or centralized booking systems.
- Knowledge: Strong understanding of U.A.E medical insurance models and local healthcare regulations.
- Systems: Proficiency in hospital systems and call centre software.
- Languages: Excellent command of English, Arabic language skills are highly preferred.
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