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. 

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, and patient satisfaction. 

• Identify operational risks and implement corrective and preventive actions. 

• Patient Administration & Front Office Operations  

• • Oversee all Patient Administration functions, including patient access, front desk, registration, admissions, discharge, appointment scheduling, call centre, cashiering, billing, VIP coordination, housekeeping, security, and medical records. 

• • Ensure efficient patient journey including registration, appointment scheduling, admissions, discharge processes, and excellent customer service. 

• • Ensure accurate patient demographic, insurance, and clinical information is maintained within hospital systems. 

• • Ensure smooth coordination between administrative, nursing, medical, and support services to optimize patient flow. 

• • Continuously monitor patient administration processes and implement improvements where required. 

• • Act as the escalation point for patient complaints related to administrative services and ensure timely resolution.  

• Business Management 

• • Manage Corporate Business Development (CBD) agreements, pricing, and commercial relationships. 

• • Develop and maintain relationships with doctors, clinics, referral partners, and corporate clients. 

• • Coordinate with the Legal Department for preparation, review, and execution of contracts. 

• • Generate monthly invoices and Statements of Account (SOA) for CBD doctors and corporate partners. 

• • Follow up outstanding payments and ensure timely collections from corporate clients. 

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• Communication 

• • Facilitate effective communication between clinical, administrative, finance, HR, insurance, IT, and support departments. 

• • Coordinate with external stakeholders including corporate clients, insurance companies, healthcare providers, vendors, and regulatory authorities. 

• • Build collaborative relationships that support business growth, operational excellence, and exceptional patient experience. 

• • Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports 

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  Decision Making Authority 

  • Work is to be performed according to DHA and CosmeSurge guidelines in terms of accepted professional practice. 

  Occupational Safety and Health Management Systems  

  • Promotes patient safety, independence, Quality of life and health. 

  • Educate patients while staying in CS Safety first is a priority 

  • Has the authority to empower themselves to do the right decision based on CS emergency preparedness plans in any times of crisis. 

  • Promotes infection free workplace 

  • Empowered to stop work/remove themselves/other nurses from a work situation of immediate or imminent exposure to danger or Hazard if they consider it constitutes a reasonable risk to the safety/health of themselves, their colleagues, and / or the public. 

  • Promotes the authority not to intentionally or recklessly interfere with or misuse anything (information, equipment, plant, personnel, etc.), provided at the workplace in the interest of health, safety, welfare or protection or management of the environment  

  • Committed to Occupational Health and Safety CS policy, local, state or federal regulations. 

  • Has the authority to perform incident reporting and participate incident investigation. 

  • Liaise with OHS department in doing risk management, hazard analysis. 

  • Authority to promote clinical trainings as needed and further evaluation of its results 

  • All incidents as required reported to OSH / DHA including clinical KPIs as required; evidenced contribution to investigation and reporting of said and other OSH /clinical incidents. 

  • Evidenced documentation completed for all contractors on site during period under review 

  • Evidenced documentation of MMC meetings, action plans, follow-ups 

  • PPMs within target rates of being done and attended to in time limits set. 

  • Comply with reasonable OSH instructions, policies and safe working procedures  

  • Use of appropriate personal protective equipment and safety systems.  

  • Be familiar with emergency and evacuation procedures  

  • Not wilfully or recklessly endanger anyone’s health and safety  

  • Assist with the preparation of risk assessments  

  • Report OSH Hazards, incidents, Near misses and issues  

  • Reduce, Reuse, Recycling of waste as much as possible  

  • Attend all OSH Trainings, awareness programs and mock drills.  

  • Participates in the OSHMS audits, inspections, ensuring standards are maintained 

• Staff Management 

• • Supervise, coach, and develop administrative and operational teams. 

• • Ensure appropriate staffing levels, workforce scheduling, and cost-effective resource utilization. 

• • Conduct performance reviews, identify development needs, and promote continuous learning. 

• • To ensure adequate annual leave given and covered according to the scope of service advertised 

• • To ensure that Overtime hours are properly approved and necessary and compensated regularly to ensure no overwhelming build-up. 

• • Assist in the interviewing and selection process for any new staff for the facility as required 

• • Foster a culture of accountability, collaboration, and service excellence. 

Infection Prevention and Control:  

• IPC is everyone’s responsibility. All staff are required to read and implement the NMC IPC Policy and Strategy in an effort to maintain the highest possible standards of cleanliness at all times, thus reducing the risk of infection in patients, staff and visitors.  

• The strictest hand hygiene, 5 moments of hand hygiene, bare below the elbows and environmental care, will be expected of all staff, including the post holder, at all times 

Key Performance Measure: includes feedback from team leader on attendance, quality of contributions and teamwork, participation in OSH processes including risk and hazard value assessment and management, and incident reporting, including near misses, and subsequent investigation using root cause analysis tools as expected: 

• Participate in CS mandatory and relevant OSH trainings/ competencies: training in the use of new equipment, manual handling (loads and people), fire and safety, infection control, hand hygiene, emergency preparedness, including drills. 

• Follow safe work practices: safe load handling, security procedures; ensuring contractors are identified and working safely within CS’s OSH requirements including audit and inspection whilst working. 

• Use PPE during procedures as needed 

• Report incidents (participating in investigations as required) and injuries, faulty equipment, unsafe practice, hazards and risks in the working area. Participate in safety, and infection control rounds with the safety officer/Infection control link nurses. 

• Monitor and oversee, act as role model in segregation waste appropriately: medical waste in yellow bag and general waste in black or white bag, sharps in sharp box; show awareness of requirements for waste and utility bill reduction 

• Be involved in keeping personal vaccination records up-to-date i.e.: be involved with own health and safety, and wellness 

• Performance review and appraisal will include review of all key performance measures; can identify and provide evidence. 

• 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 demeanour at work. 

• Safety conscious, motivated, able to manage pressure, takes initiative. 

• Displays integrity and honesty. 

• Service oriented and customer focused.