Head of Patient Access Full Time NEW

Job Purpose:

To lead and oversee patient access operations across Dubai Health facilities by ensuring efficient registration, scheduling, and admission processes, maintaining data accuracy, supporting revenue cycle integrity, and delivering high-quality, patient-centered services in compliance with organizational policies, regulatory standards, and service excellence objectives.

Roles & Responsibilities:

1. Lead and manage the Patient Access Section to ensure the efficient delivery of patient registration, scheduling, and admission services across Dubai Health facilities.
2. Develop, implement, and monitor policies, procedures, and workflows related to patient access, registration, and admissions to ensure compliance with Dubai Health standards and regulatory requirements.
3. Oversee the accuracy and completeness of patient demographic, medical, and insurance information to support clinical operations, financial processes, and data integrity.
4. Ensure timely verification of insurance coverage and authorization processes to minimize service delays and support revenue cycle efficiency.
5. Monitor patient access performance indicators, including registration accuracy, waiting times, patient satisfaction, and service efficiency, and implement improvement initiatives as required.
6. Collaborate with clinical departments, finance, insurance providers, and other stakeholders to ensure seamless patient flow and continuity of care.
7. Oversee the collection of payments and ensure compliance with financial policies, billing procedures, and revenue cycle requirements.
8. Lead initiatives to enhance patient experience by ensuring professional, compassionate, and responsive service delivery across all patient access touchpoints.
9. Manage staffing, workload distribution, and staff performance within the section, including providing guidance, coaching, and professional development to ensure operational effectiveness.
10. Identify operational risks related to patient access processes and implement mitigation strategies to ensure service continuity and regulatory compliance.
11. Prepare and present operational reports, performance metrics, and improvement plans to departmental leadership to support decision-making and service planning.
12. Ensure compliance with Dubai Health policies, quality standards, and patient safety requirements related to patient access and admission services.

Qualification Requirements:

Bachelor’s degree – Healthcare Administration, Business Administration, Health Information Management, or a related field.

Master’s Degree – Healthcare Administration, Business Administration, or a related field.

Experience Requirements:

8 to 10 years in healthcare setting.

3 years in supervisory responsibilities.

Knowledge and Skills Required:

• Computer literate in using Excel, Word, Access, etc. The knowledge of Salama will be highly valuable
• Deep understanding of healthcare systems, patient engagement, and process improvement methodologies.
• Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.
• Exceptional communication skills, both written and verbal, in English and Arabic.
• Experience managing a 24/7 front desk operation in a high-pressure environment.
• Proven ability to manage cross-functional teams and influence organizational change.
• Knowledge of healthcare regulations and accreditation standards related to patient care and experience.
• Proven experience in managing front desk operations, preferably in a large healthcare system or hospital environment.
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks.
• Strong knowledge of patient satisfaction metrics, benchmarks, and performance.