Patient Services Manager

Patient Services Manager Director of Patient Experience Hospital Jobs in Dubai

Location: Dubai United Arab Emirates
Job Type: FullTime
Industry: Healthcare / Hospital
Reports to: Chief Operating Officer (COO) / Hospital Director

Job Description:

A prestigious hospital in Dubai is seeking an experienced Patient Services Manager to oversee patient experience admissions discharge processes and overall service quality. This role ensures that patients receive efficient compassionate and highquality care by managing patient flow addressing concerns and implementing customer service excellence strategies.

The ideal candidate will work closely with clinical teams administrative staff and hospital leadership to enhance patient satisfaction while ensuring compliance with Dubai Health Authority (DHA) and Joint Commission International (JCI) standards.

Key Responsibilities:

Patient Experience & Service Excellence:

• Lead the patient services department to ensure a seamless highquality patient journey.
• Monitor patient feedback complaints and satisfaction surveys to drive continuous improvement.
• Develop and implement patientcentered care initiatives to enhance hospital reputation.
• Ensure effective communication between patients families and healthcare providers.
• Address and resolve patient complaints and grievances professionally and efficiently.

Admissions Discharge & Patient Flow Management:

• Oversee the admission discharge and transfer (ADT) processes for efficiency and accuracy.
• Ensure smooth bed management and coordination between departments to reduce wait times.
• Collaborate with nursing medical and administrative teams to enhance patient flow.
• Optimize discharge planning by coordinating with case management and support services.
• Develop strategies to reduce patient wait times and enhance service delivery efficiency.

Regulatory Compliance & Accreditation:

• Ensure compliance with DHA JCI and other regulatory bodies requirements for patient services.
• Maintain proper documentation records and service quality metrics in accordance with regulations.
• Participate in hospital audits inspections and accreditation processes related to patient care.
• Implement patient rights and responsibilities policies in line with UAE healthcare laws.

Staff Training & Development:

• Train and supervise patient service representatives receptionists and frontdesk staff.
• Conduct customer service training to ensure professionalism and empathy in patient interactions.
• Foster a culture of patientfirst service excellence and continuous improvement.
• Provide coaching and leadership to improve staff engagement and motivation.

Technology & Digital Transformation:

• Oversee the use of hospital information systems (HIS) and electronic medical records (EMR) for patient management.
• Implement digital patient services solutions such as selfcheckin kiosks and online appointment booking.
• Collaborate with IT teams to optimize digital communication channels for patients.
• Monitor data analytics and patient service reports to improve efficiency and patient experience.

Financial & Administrative Responsibilities:

• Ensure billing transparency and accuracy in patient service charges.
• Coordinate with insurance and finance departments to facilitate seamless patient payments.
• Optimize revenue cycle management by improving admission and discharge efficiency.
• Monitor departmental budgets resource allocation and costsaving measures.

Candidate Requirements:

Education & Certification:

• Bachelors Degree in Healthcare Management Business Administration or a related field Required.
• Masters Degree in Healthcare Administration (MHA) Business (MBA) or equivalent Preferred.
• Certification in Patient Experience Healthcare Quality or Service Excellence Preferred.
• Familiarity with UAE healthcare regulations DHA standards and JCI accreditation requirements Required.

Experience:

• Minimum 57 years of experience in hospital administration or patient services management.
• Experience working in a JCIaccredited hospital or international healthcare organization.
• Strong background in patient experience hospital operations and customer service excellence.
• Proven track record in managing hospital admissions discharge planning and patient flow.

Skills & Competencies:

• Excellent leadership communication and problemsolving skills.
• Strong knowledge of UAE healthcare regulations and patient rights policies.
• Ability to manage highpressure situations and ensure efficient hospital operations.
• Proficiency in hospital management software electronic medical records (EMR) and CRM tools.
• Commitment to patientcentered care service quality and operational excellence.

Benefits & Compensation:

• Competitive taxfree salary (based on experience and qualifications).
• Housing allowance or accommodation.
• Annual flight tickets.
• Comprehensive health insurance.
• Professional development opportunities.
• Paid annual leave.

Similar Job Titles in Dubai:

• Head of Patient Services
• Director of Patient Experience
• Hospital Admissions Manager
• Healthcare Operations Manager
• Patient Relations Manager

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