Job Description

Job Purpose:

Lead the after-hours operations during evenings, nights, weekends, and public holidays at Dubai Health facilities, serving as a link between the facility’s day-to-day operations and its after-hours activities, ensuring a consistent standard of care and efficient management of resources during non-business hours, guaranteeing continuous operational leadership, a rapid incident response, and an optimal patient flow.

Roles & Responsibilities:

• Act as the highest on-site authority outside of regular hours, the role coordinates patient flow, resolves operational issues, and manages emergencies.
• Support both clinical and non-clinical teams, ensuring uninterrupted service delivery across departments to maintain patient flow and service quality.
• Manage, organize, support, and guide across departments and teams while monitoring the quality and safety of the delivery service for all patients.
• Address patient complaints, manage risks, and escalate issues in line with hospital protocols.
• Maintain a positive relationship with all patients and their families at all times.
• Enrich patient experience with compassion, respect, and dignity.
• Ensure continuous hospital operations and service quality.
• Ensure patient privacy, including the confidentiality of patient information, and respect patients’ individual psychosocial, cultural, and religious preferences.
• Promote a patient-centered culture by ensuring that the Revenue Cycle Management (RCM) and customer service teams demonstrate empathy and professionalism.
• Liaise with security, housekeeping, and support services to ensure a safe and efficient environment.
• Review the activities of patient services and make recommendations for changes to improve patient care satisfaction.
• Ensure compliance with hospital policies, safety protocols, and regulatory standards.
• Complete end-of-shift reports detailing key incidents, resolutions, and actions taken.
• Support emergency preparedness and escalate critical incidents to executive leadership as needed.

Qualification Requirements:

• Bachelor in Health Administration, Business Administration, or related field.
• Master’s in health administration, Business Administration, or related field.

Experience Requirements:

• 5+ in healthcare operations or comparable customer-focused industries, such as hospitality or service delivery organizations.
• 3+ Supervisory roles in healthcare operations