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Registration& Eligibility Supervisor

JOB Type
Requisition ID

Duties and Responsibilities:

  • Monitor and report daily line staff attendance, absenteeism and lateness to the Line Manager to resolve service shortfalls.
  • Monitor quality of service provided by Customer Relations Officer in terms of professionalism, accuracy and speed.
  • To ensure that clinic patient lists of all clinics are prepared in advance.
  • Training new line staff
  • Prepare line staff schedule and arrange the staff duty as work needed.
  • Evaluate the staff (annual, probation and etc.) under their responsibilities.
  • Organize emergency cover for Customer Relations Officers where a shortfall cannot be filled by relocating staff.
Other duties as assigned within the scope of responsibility and requirements of the job including but not limited to the following:
  • Communicate with accounting to solve any problems (rejection claims from companies)
  • Receive and resolve the OVR and patients complaints.
  • IT related problems: Receive complaints from line staff, raise to IT, monitor resolution of IT problems or escalate as required. Patients:
  • Identify and solve problems with individual patients that are raised to them by line staff or raise the issue to their line manager if not resolvable.
  • Monitor patient flow efficiency, identify areas of attention and suggest resolution to the line manager.
  • Prepare weekly and monthly report on OPD transaction. Workplace:
  • Monitor waiting areas under their responsibility are maintained in a presentable manner with regular rounding of all areas.
  • Ensure that the reception stock is available and distribute in all areas.
  • Responsibilities: Compliance
  • Attend all mandatory lectures and training.
  • Be aware of and implement all relevant company policies and procedures.
  • Comply with the code of conduct provided by the employer.
  • Follow the directions of the appointed emergency officers (e.g. Fire wardens) and/or the principal and his/her appointed representatives in the event of an emergency or an Emergency Drill.
  • Follow all lawful instructions as required by line manager. Monitoring
  • Monitors and reports any issues related to safety in the immediate work area
  • Identify areas of inefficiency and suggest improvement ideas.
  • Maintain the work area in a clean and tidy condition at all times. Values
  • Treat all customers, colleagues, community members and other stakeholders with respect and dignity at all times. – Uphold a high ethical and professional standard and represent the organization positively at all times.
  • Demonstrates compassionate communication skills while providing support and care to the patients as “the patient is the center of our care”.

    Other Job Functions:

  • Perform all duties and tasks in line with the Person Centered Care values.
  • Adherence to all policies, plans and programs within the Fakeeh Care.
  • Perform duties as per the code of conduct requirement and ethical standards as outlined in the HCM policies and guidelines.
  • Complete mandatory education as per the requirement at least one month prior to expiration.
  • Maintain up to date knowledge on information relating to quality and safety, accreditation, policy management and document management systems.
  • Knowledge of Safety and Environmental concerns according to Fakeeh Care policy and procedure.
  • Monitor and reports any issues related to safety in the immediate work area i.e. frayed or tattered electrical cords, faulty equipment that poses a risk to staff operating it, maintaining a clean uncluttered work area.
  • Is able to verbalize and demonstrate understanding of the reporting mechanism (OVR system) for any risk identified in the performance of the job duties.
  • Is able to identify appropriate waste procedures for office materials (paper, empty ink cartridges) and equipment as to not pose an environmental contamination risk.



    Bachelor Degree


    3 years’ experience in a customer service related field preferable


    Excellent command of verbal and written English, Arabic language skills preferred but not essential. Required Licenses: N/A
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