Job Description

Clinic Manager – Surgery and Dental Clinics

Description
The Clinic Manager provides operational and administrative leadership for Surgery and Dental Clinics, supporting a high‑volume, multidisciplinary ambulatory service. The role is accountable for patient flow, access, service quality, financial performance, and compliance with regulatory and accreditation standards (including JCI and DOH Abu Dhabi).
The Clinic Manager works in close partnership with Head of Department and Charge Nurses, who retain full responsibility for clinical decision‑making and nursing practice. This role is explicitly non‑clinical and focused on operational excellence, access, and patient experience across multiple care models (scheduled, walk‑in, and semi‑urgent care).
Key Responsibilities

1. Operational Leadership
   Ensure ≥95% of continuity clinic patients are seen within 40 minutes of the later of scheduled appointment time or arrival (or triage completion for urgent care) through effective room allocation, staffing coordination, and provider schedule management. Ensure ≥ 95% of UCC patients are seen within 30 minutes (per JAWDA standards).
   Monitor real‑time patient flow dashboards and resolve same‑day bottlenecks.
   Coordinate with Patient Access Services to ensure front‑desk, call centre, scheduling, and registration workflows support seamless check‑in, triage, and check‑out across primary care, urgent care, and specialty clinics.
   Oversee provider documentation workflows, including standardized templates and approved AI tools, ensuring operational efficiency and regulatory (JCI, DOH, RCM) compliance.
   Publish provider schedules for clinics and inpatient coverage at least 3 months in advance, achieving ≥95% schedule stability.
   Coordinate diagnostic and procedure workflows (e.g. ECG, stress testing, EEG, infusions, minor procedures) with relevant departmental leads to meet agreed turnaround times.
2. Patient Experience & Service Excellence
   Review patient experience data (complaints, compliments, PREMs, PROMs) monthly, identify trends, and implement corrective actions within 30 days.
   Resolve non‑clinical patient complaints within 2 business days, documenting outcomes and learning points.
   Maintain Net Promoter Score and patient satisfaction metrics at agreed targets across all clinic types. Review WhatsApp and google feedback on a monthly basis, following up on and addressing issues leading to dissatisfaction.
   Ensure clear wayfinding, communication, and escalation pathways for urgent care and specialty patients.
3. Quality, Safety & Compliance (Non‑Clinical)
   Conduct daily administrative and environment‑of‑care (EOC) rounds, ensuring action items are closed within 14 days.
   Maintain continuous readiness for JCI and DOH inspections, focusing on access to care, patient rights, documentation, scheduling, and operational standards.
   Monitor provider documentation completeness and ensure 100% of encounters are correctly documented within 72 hours.
   Coordinate monthly operational, multidisciplinary meetings, tracking risks, incidents, trends, and improvement actions.
4. Staff Leadership & Development (Non‑Nursing)
   Directly manage administrative staff, CMAs, technicians, and allied non‑nursing personnel across clinics.
   Lead recruitment, onboarding, orientation, and annual performance reviews for all non‑clinical staff.
   Maintain 100% compliance with mandatory training requirements for non‑nursing staff.
   Implement monthly coaching and development plans to improve service quality, productivity, and staff engagement.
   Manage staff rosters, leave, and coverage to ensure unplanned overtime remains
5. Financial & Resource Management
   Support Heads of Department in developing, submitting, and tracking Operating and Capital Expenditure requests.
   Monitor coding and billing workflows to achieve ≥95% clean‑claim submission rate, working with revenue cycle teams to close operational gaps.
   Lead initiatives to reduce patient no‑show and walk‑out rates by ≥10% within 12 months.
   Track clinic productivity, visit volumes, and cost drivers, escalating risks to financial performance proactively.
6. Scheduling & Capacity Optimization
   Review and optimize provider templates and clinic schedules quarterly to maintain access targets:
   Routine primary care:
7. Communication & Collaboration
   Organize monthly multidisciplinary clinic meetings, circulate minutes, and track actions to closure.
   Provide weekly performance reports to the Clinical Operations Director, covering volumes, access, KPIs, staffing risks, incidents, and improvement initiatives.
   Maintain and update clinic SOPs, operational workflows, escalation pathways, and business continuity plans.
   Partner closely with Clinical Leads and Charge Nurses, ensuring clear boundaries between clinical and operational accountability.
8. Project & Change Management
   Lead at least two operational improvement projects per year, with measurable outcomes (e.g. reduced waiting times, improved access, documentation efficiency).
   Manage operational readiness for new services, extended hours, pathway redesigns, and clinic expansions.
   Complete post‑implementation reviews within 30 days of major changes, documenting lessons learned and performance impact.

Qualification

Hands-on leadership, and high competency with tech systems (MS365, SAP, etc.).
Must Have Worked In: Healthcare or hospital supply chain settings—priority given to UAE experience.
With UAE experience a plus
Arabic language preferred
Must Know:
Vendor and contract management (especially for medical consumables and capex)
Strategic sourcing, RFP/Tender processes, and cost containment
ERP systems (SAP preferred)
Excel
Stakeholder coordination across clinical, finance, and regulatory functions
Experience
At least 3- 5 years in a managerial role specifically within supply chain with empirical evidence of continuous improvement outcomes

Job Title

Clinic Manager – Surgery and Dental Clinics

Job Type

Permanent

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