oracle
Manager - Patient Access and Call Center
NMC
Abu Dhabi, UAE
Full-time
Manager · 9+ years experience
Onsite
Discovered Today
Communication
Key Skills for This Role
Communication
Full Job Posting
Qualifications
- Education and Certification
- Bachelor's Degree in Business Administration, Operations Management, or a related field.
- Master's Degree (MBA or related) is preferred.
- Knowledge and Skills
- Strong knowledge of call center operations, technologies, and metrics.
- Strategic thinking with the ability to align operational goals with corporate strategy.
- Proficiency in data analytics, reporting, and performance management.
- Experience with CRM systems, call center software, and digital transformation tools.
- Excellent stakeholder management and communication skills.
- Strong leadership and people development capabilities.
- Financial and budgeting acumen related to call center cost structures.
- Knowledge of compliance, service quality, and risk control frameworks.
- Manager – Call Center & Patient Access benefit from having experience/competency in:
- Customer Experience Design
- Call Volume Forecasting
- Operational Efficiency Metrics
- Vendor Relationship Management
- Digital Service Channels
- Data-Driven Decisioning
- Cross-Functional Leadership
- Service Quality Auditing
- Experience
- 9+ years of experience in call center, contact center, patient access, customer experience, healthcare operations, or related functions.
- Healthcare or multi-site service experience preferred.
- Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred
Responsibilities
- Patient Access Strategy & Governance
- Develop and lead the Group Patient Access Strategy across hospitals, medical centers, and digital channels, aligned with growth, patient experience, and revenue objectives.
- Establish governance, standards, processes, KPIs, and performance frameworks to drive consistent and effective Patient Access across the Group.
- Lead Patient Access transformation initiatives and advise leadership on opportunities to improve access, patient acquisition, conversion, and service delivery.
- Access Optimization
- Monitor and improve key Patient Access KPIs, including appointment availability, call abandonment, conversion, referral completion, appointment utilization, digital adoption, and patient satisfaction.
- Analyze demand, capacity, and access trends and recommend opportunities to improve service availability and patient acquisition.
- Partner with clinical and operational teams to address access barriers and optimize appointment capacity.
- Call Center & Digital Channels
- Develop and optimize the Group Call Center strategy, including service levels, quality, productivity, capacity, and performance management.
- Oversee patient access channels including call centers, websites, mobile applications, WhatsApp, chatbots, and self-service booking solutions.
- Drive automation, AI, digital transformation, and technology initiatives to improve accessibility, efficiency, and patient experience.
- Establish appropriate governance and performance management for outsourced/vendor-operated services, where applicable.
- Patient Experience & Operational Excellence
- Identify and address patient access pain points and drive initiatives to improve the patient journey, service quality, and ease of access.
- Lead process standardization, continuous improvement, benchmarking, and operational efficiency initiatives across the Group.
- Use patient feedback, operational data, and analytics to identify improvement opportunities.
- Data, Reporting & Workforce Planning
- Develop dashboards and management reports to monitor Patient Access and Call Center performance and provide actionable insights to leadership.
- Support demand forecasting, capacity planning, workforce requirements, budgeting, and resource optimization.
- Prepare strategic recommendations and performance updates for senior leadership.
- Stakeholder Management
- Act as a strategic liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital, IT, Marketing, Revenue Cycle, Finance, and other corporate functions.
- Lead and influence cross-functional teams to deliver Patient Access and Call Center transformation initiatives.
- Ensure compliance with relevant healthcare regulations, NMC policies, quality standards, and risk requirements.
Preferred Qualifications
- Master's Degree (MBA or related) is preferred.
- Healthcare or multi-site service experience preferred.
- Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred
About NMC
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