Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 9 days ago

Manager - Patient Access and Call Center

NMC104 open roles

Where
Abu Dhabi, United Arab Emirates
Work mode
On site
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager - Patient Access and Call CenterNMC · Abu Dhabi, United Arab Emirates

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on NMC's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. NMC postings stay open a median of 17 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 9 days ago

NMC median: 17 days open

The posting

Job Description

To lead and optimize Patient Access and Call Center operations across the NMC network, ensuring patients can seamlessly access care through physical, digital, and contact center channels.

The role is responsible for developing and executing the Group Patient Access Strategy, driving operational excellence, improving patient experience, increasing access to services, and supporting organizational growth through data-driven transformation initiatives.

The role will establish a consistent and integrated patient access model across NMC hospitals, medical centers, and digital channels, leveraging technology, analytics, process optimization, and cross-functional collaboration to improve access, patient acquisition, conversion, and overall service delivery.

Responsibilities

Patient Access Strategy & Governance

  • Develop and lead the Group Patient Access Strategy across hospitals, medical centers, and digital channels, aligned with growth, patient experience, and revenue objectives.
  • Establish governance, standards, processes, KPIs, and performance frameworks to drive consistent and effective Patient Access across the Group.
  • Lead Patient Access transformation initiatives and advise leadership on opportunities to improve access, patient acquisition, conversion, and service delivery.

Access Optimization

  • Monitor and improve key Patient Access KPIs, including appointment availability, call abandonment, conversion, referral completion, appointment utilization, digital adoption, and patient satisfaction.
  • Analyze demand, capacity, and access trends and recommend opportunities to improve service availability and patient acquisition.
  • Partner with clinical and operational teams to address access barriers and optimize appointment capacity.

Call Center & Digital Channels

  • Develop and optimize the Group Call Center strategy, including service levels, quality, productivity, capacity, and performance management.
  • Oversee patient access channels including call centers, websites, mobile applications, WhatsApp, chatbots, and self-service booking solutions.
  • Drive automation, AI, digital transformation, and technology initiatives to improve accessibility, efficiency, and patient experience.
  • Establish appropriate governance and performance management for outsourced/vendor-operated services, where applicable.

Patient Experience & Operational Excellence

  • Identify and address patient access pain points and drive initiatives to improve the patient journey, service quality, and ease of access.
  • Lead process standardization, continuous improvement, benchmarking, and operational efficiency initiatives across the Group.
  • Use patient feedback, operational data, and analytics to identify improvement opportunities.

Data, Reporting & Workforce Planning

  • Develop dashboards and management reports to monitor Patient Access and Call Center performance and provide actionable insights to leadership.
  • Support demand forecasting, capacity planning, workforce requirements, budgeting, and resource optimization.
  • Prepare strategic recommendations and performance updates for senior leadership.

Stakeholder Management

  • Act as a strategic liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital, IT, Marketing, Revenue Cycle, Finance, and other corporate functions.
  • Lead and influence cross-functional teams to deliver Patient Access and Call Center transformation initiatives.
  • Ensure compliance with relevant healthcare regulations, NMC policies, quality standards, and risk requirements.

Qualifications

Education and Certification

  • Bachelor's Degree in Business Administration, Operations Management, or a related field.
  • Master's Degree (MBA or related) is preferred.

Knowledge and Skills

  • Strong knowledge of call center operations, technologies, and metrics.
  • Strategic thinking with the ability to align operational goals with corporate strategy.
  • Proficiency in data analytics, reporting, and performance management.
  • Experience with CRM systems, call center software, and digital transformation tools.
  • Excellent stakeholder management and communication skills.
  • Strong leadership and people development capabilities.
  • Financial and budgeting acumen related to call center cost structures.
  • Knowledge of compliance, service quality, and risk control frameworks.

Manager – Call Center & Patient Access benefit from having experience/competency in:

  • Customer Experience Design
  • Call Volume Forecasting
  • Operational Efficiency Metrics
  • Vendor Relationship Management
  • Digital Service Channels
  • Data-Driven Decisioning
  • Cross-Functional Leadership
  • Service Quality Auditing

Experience

  • 9+ years of experience in call center, contact center, patient access, customer experience, healthcare operations, or related functions.
  • Healthcare or multi-site service experience preferred.
  • Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against NMC's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on NMC's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    NMC's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.