Operations Manager

This role oversees the daily operations of the facilities administrative functions related to patient registration, admissions, medical records, billing coordination and collections, scheduling, discharge processes, and call centre management. The role ensures smooth, efficient, and compliant administrative operations that support high-quality patient care and positive patient experiences. The administrator ensures adherence to UAE healthcare regulations ( DOH/DHA/MOH/SHA ) and hospital policies.

Bachelor’s degree in healthcare administration, Business Administration, or related field.   Master’s degree preferred.    Additional certification relevant areas - desirable.   Minimum 8+ years’ experience in relevant role of which 5 years in hospital operations at the administrative leadership role in UAE will be an advantage.   Skills & Competencies Required   Excellent command of oral and written English. Knowledge in Arabic is desirable.   Achievement of core objective in line with the expectations of the management and stakeholders.   Ability to work constructively and interact professionally with others.   Ability to coordinate multiple tasks, adjust to changing priorities and work within deadlines.   Ability to attend to meetings outside of normal business hours.   Excellent knowledge of Microsoft office (Word, Excel, and Power Point)   Possess a “can do” and flexible approach.   Ability to demonstrate highly developed communication and organizational skills at all levels.   Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.   Demonstrates knowledge and practice of confidentiality policy.   Patient experience and satisfaction improvement strategies.   Healthcare analytics and quality reporting.   Crisis management and emergency preparedness.   Contract negotiation and vendor management.   Insurance and claims processing in UAE.   Stakeholder engagement and public relations.   Attributes   Maintain good appearance and proper demeanou r at work.   Safety conscious, motivated, able to manage pressure, takes initiative.   Displays integrity and honesty.   Service oriented and customer focused.

Facility Administration Management   Oversee the overall administration and day-to-day operations of the hospital, ensuring smooth coordination across all departments.   Support hospital leadership in achieving strategic and operational objectives through effective planning and execution. Participate in long-term strategic planning alongside hospital leadership.   Monitor financial governance by ensuring appropriate KPIs, budget management, cost control, and identifying opportunities for revenue enhancement through analysis and interpretation of financial and operational data.   Continuously review operational effectiveness and implement process improvements to enhance patient flow, operational efficiency, and patient satisfaction.   Champion digital transformation, automation initiatives, and operational excellence across the hospital.   Prepare operational reports, dashboards, and performance updates for senior management.     Revenue Cycle Management, Billing & Insurance    Oversee the complete Revenue Cycle Management (RCM) process.   Supervise cash and insurance billing operations for both Outpatient (OP) and Inpatient (IP) services.   Ensure timely and accurate billing in accordance with payer guidelines and contractual requirements.   Supervise insurance approvals, medical coding, claim submissions, resubmissions, payment follow-up, and collection activities.   Monitor claim rejection trends and implement corrective measures to improve collection efficiency.   Monitor daily revenue collections and ensure achievement of revenue targets.   Review monthly revenue projections and analyse financial performance.   Generate and review doctor-wise revenue, productivity, disconnected bills, pending cash bills, and collection reports.         Medical Records Management    Supervise the Medical Records Department (MRD) and ensure the accuracy, confidentiality, and completeness of patient records.   Ensure effective data management processes and compliance with medical record standards.   Monitor MRD KPIs and implement corrective actions where required.   Ensure timely submission of DHA Statistical Reports, DARS reports, and other regulatory submissions.   Operational Resource Management (Should this team report to him?) No   Oversee hospital scheduling processes to maximize utilization of doctors, staff, facilities, and operational resources.   Supervise Operation Theatre (OT) scheduling, utilization, and resource optimization.   Coordinate OT activities with surgeons, nursing teams, and other departments to maximize efficiency.     Clinical Systems & Information Management   Oversee implementation, optimization, and utilization of Hospital Information Systems (HIS) and Electronic Medical Records (EMR).   Coordinate with departments for HIS service additions, billing configuration, pricing updates, and operational support.   Ensure accurate implementation of services, tariffs, and pricing within hospital systems.   Collaborate with IT and Operations on system enhancements, upgrades, and digital initiatives.   Generate administrative and operational KPI reports including admissions, discharges, patient wait times, billing performance, revenue analysis, and operational bottlenecks.   Analyse and interpret operational and financial data to support business decisions.     Human Resources Coordination   Provide operational HR support at the hospital level.   Coordinate employee onboarding, joining formalities, system access, and operational readiness.   Supervise attendance management across departments.   Prepare OT staff overtime calculations and caregiver deployment/utilization reports.   Coordinate workforce planning, staffing requirements, employee performance matters, and operational manpower requirements with HR.     Finance Coordination   Provide operational support to the Finance Department.   Monitor daily cash collections, cash flow, and petty cash management.   Prepare doctor revenue-sharing, contractual payments, and incentive calculations in accordance with contractual agreements.   Generate monthly incentive reports for doctors, PR staff, and contracted personnel.   Coordinate with Finance to ensure timely payment processing, reconciliations, and financial reporting.     Compliance & Quality Assurance   Ensure compliance with UAE healthcare regulations, DHA/DOH/MOH/SHA requirements, accreditation standards, and hospital policies.   Conduct regular audits of administrative processes, medical records, billing, and operational functions.   Monitor departmental KPIs and operational performance indicators.   Lead quality improvement initiatives that enhance operational efficiency, patient safety, compliance, a