Manager - Patient Access and Call Center Job Abu Dhabi area,UAE/Dubai,Business

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
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
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 Whats App 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
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
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
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
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.
Experience/competency in Customer Experience Design.
Experience/competency in Call Volume Forecasting.
Experience/competency in Operational Efficiency Metrics.
Experience/competency in Vendor Relationship Management.
Experience/competency in Digital Service Channels.
Experience/competency in Data-Driven Decisioning.
Experience/competency in Cross-Functional Leadership.
Experience/competency in Service Quality Auditing.
Healthcare or multi-site service experience preferred.
Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred.