Patient Relations Supervisor

Company Overview

Founded in the 1930s, Al-Futtaim Group has evolved into a prominent, privately owned conglomerate headquartered in Dubai, operating across automotive, financial services, real estate, retail, and healthcare sectors. Employing over 35,000 people across 20+ countries in the Middle East, Asia, and Africa, the group partners with more than 200 leading global brands. The company is committed to values such as respect, excellence, collaboration, and integrity, striving to positively impact customers daily.

Role Summary

The Patient Relations Supervisor will oversee daily operations of the Patient Relations Executives (PREs) and assist the call center department to ensure optimal service delivery.

Key Responsibilities

• Manage and coordinate the activities and performance of the PREs department, identifying and escalating any issues to the Patient Experience Manager and Unit Lead, ensuring adherence to quality standards.
• Plan and administer department projects and tasks based on both patient needs and clinic priorities.
• Supervise the PREs team during shifts to enhance efficiency and ensure timely management of patient interactions, fostering service excellence.
• Guide PREs to gather patient feedback via satisfaction surveys, compile monthly data, and prepare detailed reports with insights for management review.
• Drive conversion of patient inquiries into services, contributing to achieving business objectives.
• Generate and analyze statistical reports for leadership and management.
• Develop and propose monthly work schedules for PREs, coordinating approvals with unit leadership.
• Identify and recommend training needs within the department.
• Assist in deploying new technological tools and systems aimed at elevating service quality and patient experience.

Required Skills and Competencies

• Strong leadership and supervisory capabilities.
• Effective verbal and written communication skills.
• Sound decision-making and critical thinking abilities.
• Operational planning and process evaluation skills.
• Conflict resolution and complaint handling expertise.
• Ability to multitask and manage priorities efficiently.
• Excellent interpersonal skills with a diplomatic, patient, and problem-solving approach to customer service.
• Empathetic and compassionate orientation toward patient care.
• Advanced IT proficiency and analytical skills.

Qualification and Experience

• Bachelor's degree is mandatory; business administration or management qualifications are advantageous.
• Extensive experience managing administrative teams.
• Proven background in customer care and administrative roles with commercial awareness.

About Al-Futtaim Healthcare

Al-Futtaim Healthcare operates HealthHub Clinics—over 20 multi-specialty clinics throughout Dubai, featuring 25+ specialties, cutting-edge diagnostics, and specialized services. Emphasizing a patient-centric approach, the clinics hold prestigious recognition, including the Gold Seal accreditation from Accreditation Canada. Their mission centers on holistic and evidence-based care, dedicated to listening and treating patients comprehensively.