Clinic Manager - Surgery and Dental Clinics

Description

1. Operational Leadership

• Ensure 95% of continuity clinic patients are seen within 40 minutes of the later of scheduled appointment time or arrival (or triage completion for urgent care) through effective room allocation, staffing coordination, and provider schedule management.
• Ensure* 95% of UCC patients are seen within 30 minutes (per JAWDA standards).
• Monitor real‑time patient flow dashboards and resolve same‑day bottlenecks.
• Coordinate with Patient Access Services to ensure front‑desk, call centre, scheduling, and registration workflows support seamless check‑in, triage, and check‑out across primary care, urgent care, and specialty clinics.
• Oversee provider documentation workflows, including standardized templates and approved AI tools, ensuring operational efficiency and regulatory (JCI, DOH, RCM) compliance.
• Publish provider schedules for clinics and inpatient coverage at least 3 months in advance, achieving* 95% schedule stability.
• Coordinate diagnostic and procedure workflows (e.g. ECG, stress testing, EEG, infusions, minor procedures) with relevant departmental leads to meet agreed turnaround times.

2. Patient Experience & Service Excellence

• Review patient experience data (complaints, compliments, PREMs, PROMs) monthly, identify trends, and implement corrective actions within 30 days.
• Resolve non‑clinical patient complaints within 2 business days, documenting outcomes and learning points.
• Maintain Net Promoter Score and patient satisfaction metrics at agreed targets across all clinic types. Review WhatsApp and google feedback on a monthly basis, following up on and addressing issues leading to dissatisfaction.
• Ensure clear wayfinding, communication, and escalation pathways for urgent care and specialty patients.

3. Quality, Safety & Compliance (Non‑Clinical)

• Conduct daily administrative and environment‑of‑care (EOC) rounds, ensuring action items are closed within 14 days.
• Maintain continuous readiness for JCI and DOH inspections, focusing on access to care, patient rights, documentation, scheduling, and operational standards.
• Monitor provider documentation completeness and ensure 100% of encounters are correctly documented within 72 hours.
• Coordinate monthly operational, multidisciplinary meetings, tracking risks, incidents, trends, and improvement actions.

4. Staff Leadership & Development (Non‑Nursing)

• Directly manage administrative staff, CMAs, technicians, and allied non‑nursing personnel across clinics.
• Lead recruitment, onboarding, orientation, and annual performance reviews for all non‑clinical staff.
• Maintain 100% compliance with mandatory training requirements for non‑nursing staff.
• Implement monthly coaching and development plans to improve service quality, productivity, and staff engagement.
• Manage staff rosters, leave, and coverage to ensure unplanned overtime remains

5. Financial & Resource Management

• Support Heads of Department in developing, submitting, and tracking Operating and Capital Expenditure requests.
• Monitor coding and billing workflows to achieve* 95% clean‑claim submission rate, working with revenue cycle teams to close operational gaps.
• Lead initiatives to reduce patient no‑show and walk‑out rates by* 10% within 12 months.
• Track clinic productivity, visit volumes, and cost drivers, escalating risks to financial performance proactively.

6. Scheduling & Capacity Optimization

• Review and optimize provider templates and clinic schedules quarterly to maintain access targets:
• Routine primary care:

7. Communication & Collaboration

• Organize monthly multidisciplinaryclinic meetings, circulate minutes, and track actions to closure.
• Provide weekly performance reports to the Clinical Operations Director, covering volumes, access, KPIs, staffing risks, incidents, and improvement initiatives.
• Maintain and update clinic SOPs, operational workflows, escalation pathways, and business continuity plans.
• Partner closely with Clinical Leads and Charge Nurses, ensuring clear boundaries between clinical and operational accountability.

8. Project & Change Management

• Lead at least two operational improvement projects per year, with measurable outcomes (e.g. reduced waiting times, improved access, documentation efficiency).
• Manage operational readiness for new services, extended hours, pathway redesigns, and clinic expansions.
• Complete post‑implementation reviews within 30 days of major changes, documenting lessons learned and performance impact.

Qualification

• Hands-on leadership, and high competency with tech systems (MS365, SAP, etc.).
• **Must Have Worked In**: Healthcare or hospital supply chain settings—priority given to UAE experience.
• With UAE experience a plus
• Arabic language preferred
• **Must Know**:
• + Vendor and contract management (especially for medical consumables and capex)
• + Strategic sourcing, RFP/Tender processes, and cost containment
• + ERP systems (SAP preferred)
• + Excel
• + Stakeholder coordination across clinical, finance, and regulatory functions

Experience