Front Office Manager - Healthcare & Call Centre, Fujairah, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

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.




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Applicant Tracking System Incorrect Parsing

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