Manager of ENT and Laboratory Department

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American Hospital Dubai seeks a Manager of ENT and Laboratory to oversee the ENT Clinic and Laboratory, ensuring revenue cycle management, accurate billing and growth through marketing and partnerships. You will lead patient relations and staff, collaborate with the Clinic Director, Finance, IT and Insurance, and drive efficient patient flow, service quality and safety. Requirements include a bachelor’s degree in business or healthcare management, five years in healthcare leadership with at least two in supervision, proficiency in Cerner or iConnect and Microsoft Office, and fluent English. To apply, tailor your resume to show revenue gains, cost controls, improved patient experience, cross-functional impact, UAE hospital experience, and readiness to be onsite in Dubai.

Manages the financial, operational, and patient-centred efficiency of the Ear, Nose, and Throat (ENT) Clinic and Laboratory Department. Oversees the clinical and departmental revenue management, billing optimisation, financial loss prevention, and marketing initiatives aimed at business growth. Supervises staff, enhances operational processes, and drives business development while collaborating with the Clinic Director to align the clinic’s strategy with the overarching vision of American Hospital Dubai.

Financial & Business Development Oversight

• Monitors clinical revenue, billing accuracy, and property charges to maintain financial sustainability.
• Identifies and mitigates revenue losses by tracking outstanding payments and ensuring accurate patient billing.
• Works in conjunction with the Finance and Insurance departments to address registration, billing, and reimbursement concerns.
• Collaborates with marketing teams to design and implement targeted campaigns for patient acquisition and retention.
• Engages in business development efforts, identifying new opportunities, partnerships, and service expansions.
• Tracks key performance indicators (KPIs) related to revenue, patient volume, and cost efficiency to enhance financial and operational outcomes.

Strategic Planning & Clinic Growth

• Partners with the Clinic Director to develop and implement strategies that align with long-term hospital objectives.
• Analyzes market trends, patient demographics, and competitor services to enhance market positioning.
• Implements efficiency improvement projects to optimize patient flow and resource utilization.
• Leads initiatives aimed at improving patient retention and referral rates through service quality and workflow enhancements.

Staff Supervision & Performance Management

• Oversees Patient Relations staff across all clinic areas, maintaining a strong leadership presence.
• Conducts staff performance evaluations, providing feedback and professional development plans.
• Ensures full compliance with hospital training programs, including the iConnect Practice Management System.
• Manages staff scheduling to ensure adequate coverage and efficient resource allocation.

Patient Experience & Customer Service Excellence

• Monitors patient satisfaction metrics, ensuring Press Ganey response rates exceed 50%.
• Leads customer service initiatives, addressing patient concerns via Safe Point and CRM systems.
• Ensures adherence to grooming standards, phone etiquette, and front-desk organization to enhance patient experience.
• Implements measures to reduce waiting times and improve appointment scheduling and overall patient journey.

Operational & Quality Management

• Ensures compliance with hospital policies related to safety, infection control, and security.
• Collaborates with IT and Insurance teams to resolve iConnect system errors, registration discrepancies, and claim denials.
• Manages and resolves outstanding financial transactions, no-show appointments, and other revenue-related issues.
• Conducts staff training on downtime procedures, emergency protocols, and system troubleshooting.
• Identifies and addresses challenges in clinic operations, implementing corrective actions and escalating issues when necessary.

Leadership & Cross-Functional Collaboration

• Cultivates a high-performing team culture that values accountability, teamwork, and service excellence.
• Represents the clinic in hospital-wide initiatives, strategic planning meetings, and performance reviews.
• Supports staff recruitment, retention, and career development to ensure a skilled and motivated workforce.
• Maintains effective communication with hospital leadership to align clinic objectives with broader hospital goals.

• Bachelor’s Degree in Business Administration, Healthcare Management, or a related field.

PROFESSIONAL EXPERIENCE:

• Minimum of five (5) years of experience, including at least two (2) years in a leadership role managing healthcare staff.
• Knowledge of hospital operations, customer service principles, and medical terminology.
• Skills in business development, revenue cycle management, and healthcare marketing strategies.
• Skills in Microsoft Office (Word, Outlook, Excel, PowerPoint) and hospital management systems (e.g., Cerner, iConnect).
• Ability to speak and write in English fluently.