Healthcare Liaison Officer; HLO - UAEN

Job Overview

The primary role of the Healthcare Liaison Officers (HLOs) is to establish and maintain smooth operations within the Emirate of Abu Dhabi Healthcare System under the Unified Medical Operations Command (UMOC). The HLO ensures hospital preparedness for all major incidents, maintains surge plans and generates periodic reports regarding hospital status and special pathway patients (SPP). The HLO also acts as the liaison between the HLO healthcare group and other stakeholders, including the UMOC team.

• Adhere to the standards set by the Human Resources (HR) department and respective facility policies and procedures.
• Arrive to work on time and be ready to start the shift.
• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC KPIs.
• Update and maintain contact details for the Health Care Facilities (HCFs) within the same healthcare group for emergency and non-emergency communication.
• Coordinate with HCF Emergency Management Programs (preparedness, response, recovery, business continuity).
• Communicate with the UMOC teams during normal situations, major incidents, mass casualty incidents (MCI), planned mass gatherings, and other emergency situations.
• Continuously monitor respective HCF resources as part of emergency preparedness activities to aid in any emergency incident.
• Obtain and maintain up-to-date information on critical resources available at HCFs.
• Engage in communication with hospital experts to obtain specialized advice regarding incidents.
• Activate and notify relevant healthcare facilities and emergency services as directed by UMOC based on the level and nature of the emergency, maintaining continuous communication until the incident is resolved.
• Provide real‑time surge capacity information as required, particularly in the early stages of emergency response until the formation of the DOH Incident Command, then follow the incident commander’s instructions.
• Work closely with the entire UMOC team on emergency and disaster situations and coordinate with them to assist in any emergency incident.
• Verify the availability of the HCF Special Pathway Program (SPP) for conditions such as STEMI, Burns, Stroke, etc.
• Compile periodic reports as requested by DOH on all SPP cases related to the HCF.
• Assist the SPP Task Force in reviewing and improving the SPP process.
• Prepare and maintain documentation on activities related to emergency preparedness and response.
• Escalate all relevant emergency incidents and challenges to UMOC management regularly, effectively using the proper chain of command.
• Respond effectively to requests from DOH senior management when required and facilitate their requests by coordinating with the necessary healthcare facilities.
• Be able to work in shifts, including evenings, nights, weekends, and holidays, and handle a fast‑paced, multitasking, and stressful work environment.
• Always maintain confidentiality.
• Ensure all assets are kept in good working order and report any damage or faulty items as per company policy.
• Establish a solid working relationship with both internal and external stakeholders.
• Document all relevant and appropriate information in chronological order into the Estijabah system or any system used in UMOC as close to real‑time as possible.
• Follow internal SOPs, Standard Operating Procedures and guidelines of the Operations section.
• Contact the UMOC management team if you are unable to report to duty at the earliest, as well as following your respective healthcare policies to ensure coverage plan.
• Actively participate in drills, exercises, courses as requested by DOH and your respected healthcare group.

• Knowledge of overall DOH CEPAR/UMOC activities (Intermediate).
• Able to work efficiently under pressure in a multi‑task environment with knowledge of handling comprehensive and complex flow of data (Intermediate).
• Knowledge and understanding of common medical terminology (Advanced).
• Administration skills (Intermediate).

• Information Management (Intermediate).
• Presentation Skills (Intermediate).
• Analytical Thinking (Intermediate).
• Problem Solving (Intermediate).

• English Language (Advanced).
• Arabic Language (Basic).
• Computer Literacy (Intermediate).
• Attention to Detail (Advanced).
• Decision Making (Intermediate).
• Communication & Relationship Management (Intermediate).

• Medical background.
• Related experience in hospital preparedness and planning.

• Minimum of 2 years of relevant experience.