Front Office Manager - Healthcare & Call Centre

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.

Call Centre Operations

• 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.

Team Leadership & Compliance

• 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.

3. Requirements & Qualifications

• 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.