Clinic Services Manager - The Emirates Group

Job Purpose: As Clinic Services Manager Allied Support you will be responsible for managing all aspects of business operations in an assigned Emirates Group Medical Services (EGMS) Clinic/s. This entails ensuring efficient administrative clinical operational and costeffective support for the clinical programmes offered in the assigned Clinic. You will influence and lead projects to enhance the services within the assigned area based on identified trends and EGMS strategic direction. You will ensure that EGMS maintains the standards required for ongoing accreditation and meets the regulatory requirements as stipulated by multiple regulatory agencies as well as meeting internal and external customer needs.

In this role you will:

• Plan and manage all operational aspects of the day to day running of assigned areas of responsibility ensure the service meets regulatory business and customer requirements within agreed budgets. This includes general administration rosters and leave requirements and attendance management as well as all related systems processes and procedures to maximise efficiency of the service.
• Identify lead and direct projects to improve and develop services provided by EGMS. Proactively identify synergies across various sections and work with VP s Manager of Clinical Operations and other managers to develop services and pathways implementing best practice and improving access to care.
• Analyse data and produce clear and timely management reports on indicators of activity performance and quality. Analyse data and identify opportunities for improvement and engage with relevant stakeholders prior to presenting recommendations and ensuring implementation. This includes but is not limited to the collection analysis and reporting of data related to slot utilisation waiting times and financial productivity which are utilised to manage medical services resources.
• Negotiate with internal and external stakeholders and lead ongoing effective stakeholder engagement with both internal and external customers to ensure the service meets the needs of its customers and proactively seek opportunities to maximise service delivery across the organisation. Manage customer feedback co ordinating Customer Feedback Surveys as well as complaints from internal and external customers.
• Analyse trends advise and influence the Manager of Clinical Operations regarding opportunities to improve systems and processes to reduce complaints and enhance overall customer experience and then follow through with implementation and operationalization of agreed initiatives.
• Participate in managing IT projects across EGMS and ensure the IT budget for the assigned areas is controlled. Participate in IT initiatives across EGMS and initiate any improvements relevant and unique to the area of responsibility within the constraints of their assigned budget. Partner effectively with the EGMS and IT team to ensure effective implementation of changes or new systems with no disruption to existing service provision.
• Manage the facilities and materials requirements of the assigned clinic ensuring regulatory requirements are being met whilst remaining within budget and without any disruption in service delivery. This includes productivity improvement across the department actively seeking ways to maximise productivity whilst maintaining quality of care. Manage and implement proactive improvement of processes across the department working with key stakeholders. Ensure implementation of any redesigned programmes.
• Lead the accreditation framework for the assigned Clinic/s to ensure EGMS meet accreditation and regulatory requirements. Oversee and ensure that EGMS maintains international accreditation and ongoing compliance with the multiple regulatory authorities according to the defined standards related to both corporate and support services including but not limited to licensing of cabin crew and pilots and health professionals.
• Ensure regulatory compliance with the management of medical records and information as well as the management of administrative and clinical support functions within the service as defined by the applicable standards. Act as a primary contact on relevant audit issues related to administration for the GCAA Dubai Health Authority (DHA) Ministry of Health (MOH) and Australian Council on Healthcare Standards (ACHSI).
• Manage and prepare the annual budget for the clinic which includes manpower operational costs licensing of the clinic and facilities. Monitor and track expenses analyse deviations and drive recommendations for corrective action to ensure cost savings.
• Manage a team of administration and clinical support staff across in their assigned Clinic/s. Negotiate and coordinate demands on resources to ensure the services runs effectively. Manage the teams performance to ensure service standards are maintained and staff are developed to meet the competencies of the role and objectives set accordingly.

Qualifications & Experience: To be considered for this role you must meet the below requirements:

• Degree or Honours (123 or equivalent) in a healthcare subject/profession with postgraduate/masters level study (e.g. PGC PGD or Masters Degree)
• 10 Years experience as Medical/Safety/Quality/Healthcare Professional
• Operational Experience in either Tertiary Care or Primary Care
• Working within medical services including working in a similar role at managerial level
• Proven leadership and people management skills are essential including resource planning and budget control.
• Process improvement and project management skills.
• Computer literate with proficiencies in MS Office as well as medical systems.
• Specialist Qualification or Certification related to healthcare quality risk management or auditing (CPHQ IHCQP CPPS ISO etc) is preferred.