OPD Supervisor

Overview

The OPD Supervisor oversees front desk operations and services such as Customer Service, Check-in, Check-out, Scheduling, and Registration. This role serves as the main contact point between front desk staff and clinic management, identifying opportunities for improvements. Key functions include managing patient flow, ensuring accurate and timely database updates, and generating volume and productivity reports.

Key Responsibilities

• Ensure high standards of medical care, compassion, and understanding for every patient at NMC hospitals and clinics.
• Manage Outpatient Department (OPD) to maintain efficient, effective, and quality services.
• Handle patient appointments and coordinate follow-up visits and procedures.
• Resolve issues faced by Registration Clerks regarding patient eligibility and treatment rights, and develop systems to manage these processes efficiently.
• Liaise with physicians and receptionists to coordinate patient scheduling.
• Open files for new patients and accurately record their information.
• Verify patients' financial coverage and documentation.
• Collect payments and forward them daily to the General Cashier.
• Investigate and resolve customer service issues promptly and responsibly.
• Address patient and visitor inquiries and act as an advocate for patients.
• Provide ongoing training and cross-training to staff on systems such as patient care, telephone, and email platforms.
• Handle requests for physician time from patients and clinic personnel, managing appointment scheduling to maximize utilization.
• Perform initial patient screening to determine eligibility before service initiation, maintaining tact and diplomacy.
• Contact patients on waiting lists to book or reschedule appointments, and follow up with patients who missed appointments.
• Report to the Chief of Services regarding unusual schedule changes requested by physicians.
• Operate computerized scheduling systems and mainframe computers to maintain records on patient appointments, eligibility, no-shows, and clinic statistics.
• Maintain professionalism and patient confidentiality in all interactions.
• Comply with all department policies, procedures, and participate in ongoing training programs including safety and risk management.
• Perform additional duties as assigned by supervisors.

Reporting & Supervision

Reports to the Manager of Outpatient Services and supervises Patient Services Coordinators.

Qualifications

• Education: Diploma holder is required; Bachelor’s degree in general administration is preferred.
• Experience: Minimum of five years in a similar role, ideally within hospital patient services.

Skills and Competencies

• Strong customer service and patient experience focus.
• Excellent tact, courtesy, and public relations skills.
• Effective communication and interpersonal skills.
• Computer proficiency.
• Knowledge of patient rights and responsibilities.
• Good written and spoken Arabic and English communication abilities.