Administration Coordinator Full Time

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Administration Coordinator and make a difference by delivering top-tier medical services that support our employees’ health and well-being. Experience a fast-paced, multicultural environment where your medical expertise will directly impact the success of our operations and contribute to our shared success on a global stage.

As an Administration Coordinator, you will be responsible to supervise the administrative operations of Emirates Group Medical Services and oversee systems and processes to ensure the clinic administration operations are effective and efficient.

In This Role, You Will

• Communicate effectively with internal and external customers and departments, including but not limited to, staff, dependants, flight operations, cabin crew service centre, human resources, finance, General Civil Aviation Authority (GCAA) and Dubai Health Authority (DHA). Delivering excellent customer service and ensuring adherence to the confidentiality policy at all times by the entire team.
• Coach staff on the job by using professional knowledge to ensure consistently high standards is maintained. Liaise with and advise Line Manager in developing training plans to ensure the necessary mix of skills available within the team. Manage team performance to ensure compliance with company and clinic policies and procedures.
• Monitor and control reporting requirements both internal and external. Ensure data entry is accurate and timely and meets regulatory requirements. This will include but is not limited to internal reports relating to clinic activity, results and recall letters and reporting in line with DHA/GCAA requirements.
• Manage front line and over the phone complaints. Investigate and respond to complaints and queries as directed by Line Manager.
• Proactively identify opportunities for improvement within the clinics systems and processes. Initiate and undertake projects to take forward opportunities identified. Ensure standardised and documented processes are followed and kept up to date.
• Liaise with IT and Business Analyst for maintenance, enhancements and developments of EGMS systems ensuring problem free system functions as required. Play an active role in system testing ensuring it is error free before deployment.
• Supervise and monitor the medical and dental rosters to ensure appropriate number of clinical staff deployed to provide clinical coverage for the service. Use long, medium and short term planning to avoid any disruption to service and cover periods of absence taking into account different levels of coverage, skills, peak times and operational requirements.
• Manage the appointments booking system ensuring appointment slots are released in a timely manner and are utilised effectively. Working closely with the contact centre Team Leader and reception Team Leaders.
• Liaise with and co-ordinate with Dubai Health Authority on behalf of the clinic related to licensing of the clinic and health professionals and education events. Act as the point of contact for all DHA queries and ensure the clinic meets licensing requirements.

Qualifications & Experience

To be considered for this role, you must meet the below requirements:

• 3+ years of experience in Medical Administration
• 12 Years schooling or equivalent
• Fluent in English, written and verbal communication.
• Computer literate (MS Office packages, word, excel, outlook and PowerPoint)
• Previous experience of managing a team.
• Previous experience and knowledge of medical and/or dental an advantage.
• Customer service experience essential.