Facilitated Access Manager Cleveland Clinic Abu Dhabi

The Facilitated Access Manager at Cleveland Clinic is responsible for managing and coordinating patient access and hospitality services for VIP,Protocol, International and Executive Health Patients. This role is accountable for a broad range of patient access and business development responsibilities the manager ensures high efficiency and service excellence by maintaining seamless patient access and flow. In addition, the role holder drives business development efforts to enable the growth of a portfolio of “facilitated access” patients including all functions.

Responsibilities of Facilitated Access Manager

• Strives to continually improve facilitated patient access and ensure the highest quality of service and hospitality.
• Supports the director to identify and implement potential initiatives and strategies to enhance CCAD’s facilitated access capabilities and effectiveness.
• Ensures goals are met by objective data gathering techniques, including patient satisfaction, expense reports, productivity measures and internal department checks.
• Manages and lead staff and total quality improvement policies and practices.
• Facilitates and ensure that total quality improvement principles are utilized to achieve goals of high quality service, customer satisfaction and department efficiency.
• Evaluates statistical data and benchmarks to incorporate this information into effective performance initiatives.
• Supports the director to incorporate a cross functioning team with the philosophy of teamwork and flexibility in the OFA Department that reinforces “Service Excellence”.
• Collaborates with key stakeholders including Clinical Operations, Patient Experience, Pricing, Patient Access and Patient Support Services to optimize and enhance the clinical care coordination, access, patient flow and concierge services offered.
• Partner with Strategic Alliances Division to support the relationship development with CCAD’s key accounts and strategic referral partners locally, regionally and internationally for Royal, VIP and International patient referrals.
• Initiate new products and services to grow CCAD’S facilitated access portfolio.
• Partner with Institute and Department Chiefs, Physicians, MarCom, Strategic Alliances, Physician Business Development, and Finance departments to identify and develop opportunities for patient volume growth.
• Supports the community by participating in CCAD sponsored events and programs.

What you’ll do as Facilitated Access Manager

• Participate in developing department operating budgets and monitoring budget variances.
• Maintain a safe facility that meets the requirements of all health and safety regulatory standards.
• Provide backfill coverage for other Managers of OFA and support the cross functioning team.
• Perform annual employee reviews and provide timely feedback to caregivers.
• Identify training requirements and develop training material to ensure caregivers maintain competence within their scope of work.
• Maintain ongoing dialogue and collaborative relationships with other caregivers in other departments to continually improve performance and processes.
• Implement policies and procedures in accordance with guidelines established by CCAD and ensures staff compliance.
• Monitor internal and external satisfaction indicators to ensure service excellence.
• Ensure all key performance indicators are met.
• Develop staffing schedule that ensures backfill and coverage is optimal to meet operations needs related to international services during all hours of operations.
• Responsible to monitor and be present as needed during other shifts; i.e., day, evening and night shifts.
• Other duties as assigned.

Eligiblity Criteria

Following are the requirements for the role of Office of Facilitated Access, Manager at Cleveland Clinic Abu Dhabi:

• Bachelor’s degree in Business Administration, Health Care Administration, or related field.
• Master’s Degree is preferable.
• Minimum of five to seven years of experience in healthcare, hospitality or customer service.
• Managerial and/or supervisory experience.
• Health care industry experience is preferred.

Job Specific Skills & Abilities

• Ability to fully embrace the culture of CCAD and the “Patient First” values.
• Ability to work rotating shifts as needed.
• Strong organizational and problem-solving skills.
• Strong oral and written communication skills.
• Ability to demonstrate genuine concern for patients and patient satisfaction.
• Ability to speak and write in both English and Arabic.

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