Team Lead, Patient Access Services

Overview

Facility Overview:

M42 in partnering with the UAE Ministry of Defense to operate Sheikh Sultan bin Zayed Hospital in Al Batayeh, Sharjah. This collaboration will provide world-class healthcare to over three million residents in the northern UAE, including military personnel and their families. By integrating top healthcare providers like the Imperial College London Diabetes Centre, Cleveland Clinic Abu Dhabi, and Healthpoint, M42 will ensure access to specialized and preventative care. Full-scale operations are set to launch in early 2025.

Role Overview:

Reporting to the Manager, the Team Lead oversees Guest Access Officers to ensure excellent customer service in patient registration, scheduling, cash collection, insurance checks, and discharge. This role involves coordinating with patients, families, and staff while ensuring compliance with DHA, DOH, and JCI standards to enhance customer satisfaction and boost M42’s Net Promoter Score.

Responsibilities

• Collaborates with M42 Leadership to meet strategic and operational goals.
• Supervises the Patient Access team, ensuring daily objectives and shift targets are met.
• Provides frontline support for patient and employee issues, acting as the first level of escalation.
• Conducts training and ongoing development for new and existing staff.
• Ensures compliance with DHA, DOH, and JCI standards while maintaining patient confidentiality.
• Manages scheduling, registration, insurance verification, and cash collection processes.
• Supports the Patient Experience team in resolving patient concerns and improving service quality.
• Monitors team performance, provides feedback, and fosters a positive work environment.
  
  

Qualifications

Education:

Bachelor Degree in any field

Experience: