Job description

Patient Access and front office teams across American Hospital Dubai and its assigned clinics need consistent, well-trained staff, and that consistency is what this role is built to deliver. You'll lead the selection, onboarding and induction of Front Office and Patient Relations employees from day one. Structured training programs get designed and delivered across hospital operations, patient experience and customer service, covering the full outpatient workflow from appointment and registration through physician consultation, checkout and bill closure. Registration, insurance processes, check-in and check-out, billing, payment collection, credit notes and refunds all fall within the competency areas this role builds and verifies. Customer-service training rounds out the curriculum, focused on communication, empathy, service recovery, complaint handling and patient engagement. Competency standards get established and monitored through knowledge assessments, observation, simulations and quality audits, with complete and auditable training records maintained throughout. Ongoing evaluation of training effectiveness draws on patient feedback, operational audits, complaints and KPIs to close whatever gaps show up. SOPs, training manuals, competency checklists and training matrices get developed and kept current as workflows evolve. Clinic Managers, Patient Experience, Finance and RCM, HR, Nursing and Operations all partner with this role to keep Front Office standards aligned, in line with DHA and JCI expectations, across every outpatient location.