Overview

Application for this position if open for UAE nationals only.

Reporting to the Director, Patient Access Services, the Senior Manager, Patient Access Services manages all aspects of Patient Access Services to plan, organize, and oversee personnel and activities associated with registration and scheduling. Ensures prompt patient access to services. Ensures accuracy of demographic, insurance and payment data collection which drives the front end of the medical record and electronically bills accounts. Ensures compliance with regulatory bodies such as Dubai Health Authority (DHA), Department of Health (DOH) and Joint Commission International (JCI) etc. Monitors internal/external customer satisfaction indicators to ensure service excellence and ltimately increase in Mubadala Health\xe2\x80\x99s Likelihood to Recommend and Net Promoters Score. Maintains technological expertise of systems with impact on registration, scheduling, and other access driven systems.

Responsibilities

• Drives initiatives that contribute to long-term operational excellence

• Oversees the interaction with Patient Access Officers and ensures consistency in processes across all branches (where applicable).
• Involved in setting short and long-term goals for the department
• Liaises with the department supervisors and leads to organize and implement quality assurance programs that drive improvement in the services provided by the Patient Access Officers.
• Develops and coaches team members through continuous communication, updates, and constructive feedback
• Helps asset become the first choice for patients in the UAE due to our outstanding commitment to excellence.
• Defines Key Performance Indicators and appropriate measures to ensure that the asset delivers a high-quality service level to patients and families.
• Takes ownership of the team and the department performance.
• Tracks, reports departmental reports, and ensures Key Performance Indicators including but not limited to registration timing, patient satisfaction scores, cash collections, registration related denials etc.
• Improves the operational systems, processes, and policies in support of organizations mission \xe2\x80\x93 specifically, support better management reporting, information flow and management, business

process and organizational planning.

• Ensures that all employees display top-notch customer service.
• Ensures registration, scheduling, insurance eligibility, cash collections and cash reconciliation are performed according to departmental KPI\xe2\x80\x99s.
• Ensures that patient\xe2\x80\x99s demographic and insurance or financial coverage information, is completed accurately and comprehensively in a manner that supports quality of care and revenue.
• Manages Shift Rota and ensures that there is adequate staffing to cover operational hours.
• Ensures that registration and scheduling operations run smoothly, and patients are not impacted negatively.
• Maintains expertise of Hospital systems and processes as they relate to Patient Access to ensure maximum functionality and efficiency. Works with Information Technology to attain maximum

use of all systems and equipment. Provides input in selection of products used to drive future internal process improvement achieved via technology advances/enhancements.

• Develops and enforces set service standards that delineate concrete behaviors expected of employees in their interactions with patients and internal/external customers. Monitors and evaluates service

performance.

• Identifies training requirements and develops training material to ensure caregivers maintain competence within their scope of work.
• Participates as a team member of assigned teams in implementing standard operating procedures and protocols relating to patient service excellence.
• Creates in-house educational programs and services to better enhance the skills of caregivers at delivering quality service levels and measuring against benchmarks.
• Provides optimal solutions to improve the operational systems, service processes and policies in areas including but not limited to enhancing management reporting, information flow and

management, business processes and organizational planning.

• Uses reports and dashboards to monitor the daily productivity of the department and individuals.
• Assists Patient Access with meeting operational key performance indicators and industry benchmarks.
• Produces reports, monitor work queues, and provides recommendations for improvement in patient access to ensure patient information is complete and accurate for billing and clinical

purposes.

• Monitors applicable work queues e.g., but not limited to pre-registration, appointment reminders, follow-up work queues to ensure compliance to established Key Performance Indicators.
• Gathers and analyzes productivity and quality of service statistics.
• Ensures quality audits are regularly performed to promote quality and identify root causes of issues.
• Serves as the acknowledged expert and information source for staff.
• Keeps abreast of scheduling, insurance, referral, and billing requirements.
• Requests system enhancements as needed to facilitate accurate scheduling and registration.
• Serves as an escalation point for patient issues and questions.
• Assist associates with complex and disgruntled patient situationsrequiring intervention from a higher authority.

Qualifications

Required:

• Bachelor\'s Degree in Business, management or equivalent.
• Minimum of seven years of operational experience.
• Budget development and oversight experience.
• Fluency in written and spoken English.

Desired:

• Master\xe2\x80\x99s degree.
• Lean Six Sigma black belt.
• Experience in Healthcare.

Mubadala Health