Patient Relations Supervisor

Location: Dubai, United Arab Emirates
Organization: American Hospital Dubai

Job Description

The Patient Relations Supervisor supports the delivery of safe, patient- and family-focused quality care while assisting in the daily operations of the Physiotherapy Department. The role ensures confidentiality, operational efficiency, and achievement of Clinic Operations strategic goals.

This position provides continuous supervision of Patient Relations staff, monitors performance standards, ensures proficiency in the iConnect Practice Management System, and strives to exceed customer service expectations.

Key Responsibilities

Operational Supervision and Departmental Support

• Supervise Patient Relations staff, Information Desk personnel, and Porters within the hospital and Physiotherapy clinic.

• Maintain consistent supervisory presence in the Physiotherapy clinic.

• Support hospital and departmental performance improvement activities.

• Ensure strict compliance with hospital safety, infection control, and security policies.

• Develop and evaluate policies and procedures in collaboration with the line manager.

• Promote reporting of incidents, customer complaints, and patient satisfaction surveys.

• Review incidents and complaints and report findings according to hospital policy.

• Ensure reception, discharge, and waiting areas remain clean and organized at all times.

• Ensure all staff complete mandatory in-service training and departmental competencies.

• Oversee completion of structured orientation programs for new staff.

Staff Supervision and Performance Management

• Provide direct supervision and organize assignments for Patient Relations Executives.

• Conduct objective performance appraisals and implement action plans when necessary.

• Provide constructive feedback and implement counseling or disciplinary actions when required.

• Promote effective orientation, mentoring, and support for new staff members.

• Participate in recruitment interviews and support staff retention initiatives.

• Organize master schedules to ensure adequate clinic coverage and reassign staff during absences.

Systems, Reporting and Quality Monitoring

• Ensure timely handling and same-day closure of CRM requests.

• Monitor Press Ganey response rates and implement action plans to improve satisfaction scores.

• Ensure grooming standards and phone etiquette are consistently followed.

• Ensure daily clearance of waitlists.

• Log and report system errors through iService.

• Record incidents, complaints, and duplicate files in Safe Point for investigation and follow-up.

• Monitor cash outstanding, no-show reports, employer details, and investigate discrepancies.

• Provide cashier training to reduce outstanding payments.

• Coordinate with Finance and Insurance Departments to resolve billing and registration issues.

• Organize iConnect system training for new staff and liaise with IT for system troubleshooting.

• Prepare quarterly reports and maintain activity records.

• Conduct clinic meetings and document minutes.

Professional Conduct and Compliance

• Perform duties in accordance with the hospital Code of Conduct, Vision, and Mission.

• Maintain professionalism and confidentiality at all times.

• Accept additional responsibilities during periods of high workload as assigned by the line manager.

• Adhere to hospital values under the C-I Care Program.

• Promote teamwork and foster a transparent, blame-free work culture.

Qualifications

• Bachelor’s Degree in Business Administration

• Preferably five years of experience, including at least two years in a supervisory role

• Experience within a Physiotherapy or Rehabilitation department is required

• Advanced proficiency in Microsoft Office applications

• Experience with customer service principles

• Excellent English verbal and written communication skills

• Computer literacy in Cerner system

• Comprehensive knowledge of hospital services

• Adequate knowledge of medical terminology

Job Information

• Job Identification: 4246

• Job Category: Administration and Support

• Posting Date: 25 February 2026

• Apply Before: 04 April 2026

• Degree Level: Bachelor’s Degree

• Job Schedule: Full Time

• Location: 19th Street, Dubai, AE – American Hospital Dubai

This role is ideal for experienced healthcare administrative professionals with supervisory expertise who are committed to operational excellence, patient satisfaction, and high-quality service delivery within a leading healthcare institution.