About Al-Futtaim Group

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

The role incumbent is responsible for supervising day-to-day activities of Patient Relations Executives and supporting the call center department in all aspects.

What you will do

• Oversee and coordinate the PREs department, performance and functions. Constantly update and bring any concerns to the attention of the Patient Experience Manager and Unit in Charge.
• Ensure that standards set are met, highlight concerns and deviations from the objectives and goals by providing the necessary evidence and suggest alternatives and solutions.
• Organize and administer the PREs departments’ projects/tasks based on the patients’ and the clinic’s current needs.
• Act as floor supervisor to ensure effectiveness and time management for every encounter to ensure service excellence outcomes.
• Provide hands-on support in all aspects of the day to day activities of the PREs team.
• Empower the PREs to collect the patients’ feedback through the Patient Satisfaction Surveys.
• Collect monthly data and, after considering the patient and internal feedback, provide the Patient Experience Manager and Unit in Charge with detailed report and feedback.
• Ensure the conversion of enquiries to services in order to achieve business targets.
• Produce and analyze statistics reports for the Unit in Charge and management teams.
• Draft monthly roster for the PREs of the respective clinic and forward to the Unit in Charge for review and approval.
• Identify any training requirements.
• Support the implementation of new technological devices, systems and tools which promote service excellence and enhance the patient experience.

Required skills to be successful

• Strong leadership and supervisory skills
• Exceptional written and oral communication skills
• Good decision-making skills
• Strong operational thinking skills
• Critical thinking
• Conflict and complaint management
• Multitasking
• Process review skills
• Excellent interpersonal skills
• Excellent IT skills
• Customer service skills including diplomacy, patience, problem solving with a range of clientele
• Empathetic and compassionate approach to customer care
• Proven analytical ability

What qualifies you for the role

Education:
Bachelor university degree required.
Degree level qualification in business administration or management desirable.

Minimum experience and knowledge:
Significant experience in management of a team of administrators.
Significant experience working in customer care and administration or booking administration roles with demonstrated commercial awareness.

About Al-Futtaim Healthcare

We hear your ambition.

For over 90 years, the Al-Futtaim Group has been bringing the world’s leading brands of lifestyle watches, cars, home furnishings and fashion to the UAE. The Group has now introduced a whole new way of holistic healthcare through HealthHub Clinics by Al-Futtaim, its multi-speciality chain of more than 20 clinics in Dubai with over 25 specialties offering the right combination of advanced diagnostics, proven medical expertise and specialised services.

What gives our clinics an edge is that as a part of the Al-Futtaim Group, you can expect world-class quality standards, with access to the best medical services and facilities within a healing environment. It’s a new way of healthcare that’s designed to meet a patient’s needs with a complete range of smart healthcare solutions. As testimony to this, only recently, we’ve earned a rare milestone of being the only primary healthcare network in the UAE to receive the Gold Seal by a reputed international body: Accreditation Canada.

As trusted partners to health, we at HealthHub Clinics adopt evidence-based learning that enables us to listen to our patients more carefully. It helps us in treating the cause and not just the symptoms, while applying global best practices to ensure quality of care for every family member. Most of all, we adopt a patient-centric approach to healthcare that is reflected in the promise of our core belief: “We hear you.”