VIP Services Manager

Cleveland Clinic Abu Dhabi; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

Cleveland Clinic Abu Dhabi seeks a Manager for Patient Access and Hospitality Services to oversee VIP services and ensure exceptional patient care. The ideal candidate will possess a degree in Business or Healthcare Administration, with extensive experience in healthcare and managerial roles. Join us to enhance service quality and patient satisfaction in our esteemed institution.

Qualifications

• Minimum 5-7 years in healthcare, hospitality, or customer service.
• Experience in Protocol Services required.
• Bilingual in English and Arabic required.

Responsibilities

• Manage and coordinate VIP and Protocol Patient services.
• Drive business development for facilitated access patients.
• Monitor patient satisfaction and quality of service.

Skills

Organizational Skills

Problem-Solving Skills

Communication Skills

Customer Service Orientation

Education

Bachelor’s degree in Business Administration or Health Care Administration

Master’s Degree

Job description

JOB SUMMARY

This position is responsible for managing and coordinating patient access and hospitality services for VIP and Protocol Patients. 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, drive business development efforts to enable the growth of a portfolio of “facilitated access” patients including all functions.

KEY DECISIONS THE ROLE MAKES AND THE EXTENT OF THE IMPACT OF THE DECISION

• Liaise and coordinate the protocol patients visits and requests with the internal and external stakeholders.
• Logistic management for the protocol requests.
• Assignment of the dedicated team handling the VIP/Protocol requests.
• Clarify and coordinate the financial coverage of the requests.
• Timely escalation of any concerns related to this patient category to the senior management.
• Ensure maintaining the top confidentiality among the team handling this patient category.
• Day to day operations of the VIP and Protocol services.
• Supports in the coordination of the offsite requests with the clinical teams.
• Ensure continuous improvement to the service line through a data driven approach.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Strives to continually improve facilitated patient access and ensure the highest quality of service and hospitality.
• Supports the executive 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 executive director to incorporate a cross functioning team with the philosophy of teamwork and flexibility in the OFA Department that reinforces “Service Excellence”
• Collaborates with Clinical Operations, Patient Experience, Finance, Patient Access, and Support Services to improve clinical care coordination, patient flow, and concierge services for VIP and Protocol patients and their families, ensuring top patient satisfaction.
• Partner with internal stakeholders and executive leadership to identify and develop opportunities for OFA patients volume growth.
• Participates in developing department operating budgets and monitoring budget variances
• Maintains a safe facility that meets the requirements of all health and safety regulatory standards
• Required to provide backfill coverage for the team that provides and support the cross functioning services to OFA patients.
• Performs annual employee reviews and provides timely feedback to caregivers
• Identifies training requirements and develops training material to ensure caregivers maintain competence within their scope of work
• Maintains ongoing dialogue and collaborative relationships with other caregivers in other departments to continually improve performance and processes
• Implements policies and procedures in accordance with guidelines established by CCAD and ensures staff compliance
• Monitors internal and external satisfaction indicators to ensure service excellence
• Ensures all key performance indicators are met
• Develops staffing schedule that ensures backfill and coverage is optimal to meet operations needs.
• Responsible to monitor and be present as needed during other shifts; i.e., day, evening and night shifts, to handle high profile patients.
• Maintain a professional relationship with external stakeholders (royal offices, embassies…etc) to ensure the appropriate coordination, protocol requirements and service provision to high profile patients.
• Other duties as assigned

ROLE LEVEL ACCOUNTABILITIES

• Adheres to CCAD’s standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within CCAD, this position may be required to perform other duties as assigned and reporting relationships may vary.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, operate audiovisual equipment used during training programs, physically move, lift and carry training equipment and materials, mobility sufficient to visit with departments or employees throughout CCAD, stand in front of an audience for up to eight (8) hours a day and lift up to 30 lbs.

ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS

All employees will embrace the CCAD mission, vision and values and be responsible for adhering to the core values of the institution, including: Patient’s First, Collaboration, Mutual Respect, Quality, Patient Safety, Integrity, Cultural Sensitivity and Compassion.

All employees are also expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position.

Customer Service Orientation includes attitude, behavior, interpersonal skill and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability including teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements includes adherence to all relevant policies, procedures and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills. Managerial Responsibilities includes overall accountability for assigned work group relative to operational goals, personnel requirements and budgetary constraints.

Assume responsibility of own safety and health and will abide by CCAD Occupational Health and Safety policies and procedures as per OSHAD and any other relevant requirements.

QUALIFICATION & EXPERIENCE REQUIREMENTS

Education

ESSENTIAL:Bachelor’s degree in Business Administration, Health Care Administration, or related field, is required

PREFERRED:Master’s Degree is preferred

Experience

Minimum of five to seven (5-7) years of experience in healthcare, hospitality or customer service required

Protocol Services

Job Specific Skills and Abilities

• Ability to fully embrace the culture of CCAD and the “Patient First” values
• Ability to work rotating shifts as neededStrong 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 is required
• Managerial and/or supervisory experience is required
• Health care industry experience is preferred