Operations Manager

Role overview

Hospital operations and revenue cycle

• Coordinate hospital departments and support strategic and operational objectives, budgets, cost control, KPIs, process improvements, and digital transformation.
• Prepare operational reports, dashboards, and performance updates for senior management.
• Oversee revenue cycle operations, cash and insurance billing, approvals, coding, claims, collections, revenue targets, and financial performance reports.
• Supervise medical records, confidentiality, data processes, KPIs, and regulatory statistical submissions.

Systems, resources, and finance

• Oversee hospital and operating-theatre scheduling and resource utilization; coordinate with surgeons, nursing teams, and departments.
• Oversee HIS and EMR implementation and use, service additions, billing configuration, pricing updates, and operational system support.
• Coordinate onboarding, access, attendance, staffing, workforce planning, overtime, and employee matters with HR.
• Coordinate cash management, revenue sharing, incentives, payment processing, reconciliations, and financial reporting with Finance.

Compliance and patient administration

• Ensure compliance with UAE healthcare regulations, accreditation standards, and hospital policies; audit administrative processes and lead quality improvement and corrective actions.
• Oversee patient access, registration, appointments, admissions, discharge, call centre, cashiering, billing, VIP coordination, housekeeping, security, and medical records.
• Improve patient flow and service, maintain accurate patient information, coordinate clinical and support teams, and resolve administrative complaints.

Business and people management

• Manage corporate agreements, pricing, and commercial relationships; coordinate contracts, invoices, statements of account, and outstanding payment follow-up.
• Coordinate with clinical, administrative, finance, HR, insurance, IT, vendor, corporate, and regulatory stakeholders.
• Supervise, coach, and develop teams; manage staffing, scheduling, performance reviews, leave, overtime, recruitment support, and service culture.

Safety and infection prevention

• Promote occupational and patient safety, emergency preparedness, incident reporting and investigation, risk assessment, and adherence to safe work procedures.
• Participate in safety training, drills, audits, inspections, infection prevention, hand hygiene, PPE use, and appropriate waste segregation.
• Support infection prevention and cleanliness standards and report hazards, incidents, near misses, and unsafe practices.

Qualifications and experience

• Bachelor’s degree in healthcare administration, business administration, or a related field; a master’s degree is preferred.
• Minimum 8 years’ experience in a relevant role; 5 years in hospital operations in an administrative leadership role in the UAE is an advantage.
• Additional certification in relevant areas is desirable.

Skills and competencies

• Excellent oral and written English; Arabic is desirable.
• Excellent knowledge of Microsoft Word, Excel, and PowerPoint.
• Relevant knowledge includes patient experience improvement, healthcare analytics and quality reporting, crisis management, contract negotiation, vendor management, UAE insurance and claims processing, and stakeholder engagement.
• Demonstrates communication and organizational skills, confidentiality, flexibility, initiative, teamwork, and a service-oriented approach.