Head of Patient Access & Call Center Strategy

NMC GROUP SERVICES.; Abu Dhabi; On-site; AED 400,000 - 560,000; Full time

Job summary

NMC GROUP SERVICES. in Abu Dhabi seeks an experienced Senior Leader to develop and drive the Group Patient Access Strategy across hospitals, centers and digital channels.

You will set governance, KPIs and transformation initiatives to improve access, patient acquisition, conversion and service delivery. The role requires leadership across clinical and operational teams, expertise in call center operations, analytics and vendor management, and a strong focus on patient experience and revenue

Responsibilities

• Develop and lead the Group Patient Access Strategy across hospitals, medical centers and digital channels.
• Establish governance standards, processes, KPIs, and performance frameworks for consistent patient access.
• Lead patient access transformation initiatives and advise leadership on access, acquisition, conversion, and service delivery.
• Monitor and improve key patient access KPIs including appointment availability, call abandonment, conversion, referral completion, and patient satisfaction.
• Analyze demand, capacity and access trends to improve service availability and patient acquisition.
• Partner with clinical and operational teams to address access barriers and optimize appointment capacity.
• Develop and optimize the Group Call Center strategy with service levels, quality, productivity and performance management.
• Oversee patient access channels including call centers, websites, mobile apps, WhatsApp, chatbots and self-service booking solutions.
• Drive automation, AI, digital transformation and tech initiatives to improve accessibility, efficiency and patient experience.
• Establish governance and performance management for outsourced vendor-operated services where applicable.
• Identify and address patient access pain points and drive initiatives to improve patient journey, service quality and ease of access.
• Lead process standardization, continuous improvement, benchmarking and efficiency initiatives across the Group.
• Use patient feedback, data and analytics to identify improvement opportunities and develop dashboards and management reports.
• Support demand forecasting, capacity planning, workforce requirements, budgeting and resource optimization.
• Prepare strategic recommendations and performance updates for senior leadership.
• Act as liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital IT, Marketing, Revenue Cycle, Finance and other functions.
• Lead cross-functional teams to deliver Patient Access and Call Center transformation initiatives.
• Ensure compliance with healthcare regulations, NMC policies, quality standards and risk requirements.
• Strong knowledge of call center operations, technologies and metrics; strategic, data-driven, and collaborative leader.

Job description

NMC GROUP SERVICES. in Abu Dhabi seeks an experienced Senior Leader to develop and drive the Group Patient Access Strategy across hospitals, centers and digital channels.

You will set governance, KPIs and transformation initiatives to improve access, patient acquisition, conversion and service delivery. The role requires leadership across clinical and operational teams, expertise in call center operations, analytics and vendor management, and a strong focus on patient experience and revenue