Patient Relations Supervisor | Al Futtaim Health | Festival City Clinic

Job Requisition ID: 182425 About Al-Futtaim Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations. Overview of the role: The role incumbent is responsible for supervising day-to-day activities of Patient Relations Executives and support 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 with the necessary evidence and suggest alternative 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 & 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. - Production and analysis of 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 who promote the 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 & Complaint Management - Multitasking - Process review skills - Excellent interpersonal skills - Excellent IT skills - Customer service skills to include; diplomacy, patience, problem solving with a range of clientele - Empathetic and compassionate approach to customer care - Proven analytical ability - Fluency in Arabic is highly preferred What qualifies you for the role: Education: - Bachelor University Degree required. Degree level qualification in business administration/management desirable. Minimum Experience and Knowledge: - Significant experience in management of a team of administrators. - Significant experience working in customer care and administration/booking administration roles with demonstrated commercial awareness. About Al-Futtaim Health Al-Futtaim Health is the healthcare division of the Al-Futtaim Group, delivering integrated, community-based healthcare across the UAE. Through its HealthHub network, Al-Futtaim Health operates more than 12 clinics across Dubai, supported by a Day Surgery Centre, Al-Futtaim Health Labs, pharmacy, home healthcare, and digital health services. With more than 25 medical specialties and a multidisciplinary team of over 150 specialist physicians and healthcare professionals, Al-Futtaim Health is committed to delivering high-quality, accessible healthcare while advancing innovation, preventive care, and clinical excellence. As part of the Al-Futtaim Group, with a legacy spanning more than 90 years, Al-Futtaim Health offers the opportunity to build a meaningful career within one of the region's most respected and diversified businesses. Our people are empowered to grow, innovate, and make a positive impact on the health and wellbeing of the communities we serve.

Bachelor University Degree required. Degree level qualification in business administration/management desirable. Significant experience in management of a team of administrators. Significant experience working in customer care and administration/booking administration roles with demonstrated commercial awareness.

Oversee and coordinate the PREs department, performance and functions. 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 & 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. Production and analysis of 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 who promote the service excellence and enhance the patient experience.