Head of Patient Access & Call Center Transformation

NMC; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Job summary

NMC in Abu Dhabi is seeking a strategic leader to oversee Patient Access and Call Center operations across the network, ensuring seamless access through physical, digital, and contact center channels. You will drive the Group Patient Access Strategy, governance, and performance, while leading transformation initiatives and cross-functional collaboration.

Responsibilities include optimizing KPIs, elevating patient experience, and leveraging data analytics, CRM tools, and digital transformation

Qualifications

• Bachelor's Degree in Business Administration, Operations Management, or related field.
• Master's Degree (MBA or related) preferred.
• Strong knowledge of call center operations, technologies, and metrics.
• Experience with CRM systems, call center software, and digital transformation tools.

Responsibilities

• Develop and lead the Group Patient Access Strategy across hospitals, medical centers, and digital channels, aligned with growth, patient experience, and revenue objectives.
• Establish governance, standards, processes, KPIs, and performance frameworks to drive consistent and effective Patient Access across the Group.
• Lead Patient Access transformation initiatives and advise leadership on opportunities to improve access, patient acquisition, conversion, and service delivery.
• Monitor and improve key Patient Access KPIs, including appointment availability, call abandonment, conversion, referral completion, appointment utilization, digital adoption, and patient satisfaction.
• Analyze demand, capacity, and access trends and recommend opportunities to improve service availability and patient acquisition.
• Partner with clinical and operational teams to address access barriers and optimize appointment capacity.
• Develop dashboards and management reports to monitor Patient Access and Call Center performance and provide actionable insights to leadership.
• Support demand forecasting, capacity planning, workforce requirements, budgeting, and resource optimization.
• Prepare strategic recommendations and performance updates for senior leadership.
• Act as a strategic liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital, IT, Marketing, Revenue Cycle, Finance, and other corporate functions.
• Lead and influence cross-functional teams to deliver Patient Access and Call Center transformation initiatives.
• Ensure compliance with relevant healthcare regulations, NMC policies, quality standards, and risk requirements.

Skills

Call center ops

Strategic thinking

Data analytics

CRM systems

Stakeholder management

Leadership

Budgeting

Compliance

Education

Bachelor's degree in Business Administration

Master's degree preferred

Tools

CRM systems

Job description

NMC in Abu Dhabi is seeking a strategic leader to oversee Patient Access and Call Center operations across the network, ensuring seamless access through physical, digital, and contact center channels. You will drive the Group Patient Access Strategy, governance, and performance, while leading transformation initiatives and cross-functional collaboration.

Responsibilities include optimizing KPIs, elevating patient experience, and leveraging data analytics, CRM tools, and digital transformation