Customer Relationship Supervisor
|Royal Hospital – Khalifa City
|No. Of Vacancies:
The Customer Care Supervisor provides direction and control over all the reception activities. She/ he supervises, coordinates, and monitors the performance of all those under her responsibilities in order to promote an efficient and effective delivery of quality service.
Duties & Responsibilities:
Monitoring all Receptions in coordination with Floor Supervisors.
Establish, monitor and ensure professional standards are maintained within the Department.
Ensures that programs and standards for ongoing education of the receptionist are established periodically or as the need arises.
Facilitate communication between the front office executives and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental queries / problems.
Develops staffing needs and participate in recruitment planning for resources allocation in coordination with the management.
Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
Advise Floor supervisors in preparation of the monthly duty roster of the receptionists as well as the scheduled annual leaves of the receptionists.
Ensures preventive and ongoing maintenance of equipment is carried out and reporting all failure or deficiencies through appropriate channels or department heads.
Handles the orientations and evaluations of all new staff in the Hospital.
Ensure grooming standards of receptionists.
Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
Coordinates the ordering and stitching of uniforms for all Front Office staff in NMCRH-KHALIFA CITY.
Serves on Administrative and other hospital committees as requested.
Performs related duties as assigned by the Head of the Department.
Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements
Work accordance with the documented OSH procedures and instructions, specific responsibilities
Be familiar with emergency and evacuation procedures
Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports
Comply with Waste management procedures and policies
Attend applicable OSH/Infection control training programs, mock drills and awareness programs
Use of appropriate personal protective equipment and safety systems
Ensure that employee follow applicable OSH/ Infection control policies, procedures and standards
Provide OSH information, training and Supervision to the staff
Report any OSH relevant Incident, Near misses and hazards in the departments in timely manner.
Make sure that incident corrective action has been implemented.
Assist with preparation of risk assessments and monitoring the control measures.
Ensure trainings are conducted, including general/departmental/FMS/OSH orientation for new employees and transferred employees, refresher training for department staff etc.
Qualification, Licensure, Education, Experience, Special Skills:
Preferably a college graduate in any discipline.
Minimum 5 to 10 years’ experience in handling reception in a patient focused environment and operation of multi-line switchboard system. Preferably with minimum 3 years’ experience as Supervisor.
Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills
Patient focused; service oriented; patient & understanding.
Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
Reliable, punctual, dependable, and responsive.
Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.