Hospital Administrator

Role Overview

Hospital Administrator at NMC Healthcare. This role oversees the daily operations of the hospital's administrative functions including patient registration, admissions, medical records, billing coordination and collections, scheduling, discharge processes, and call center management.

Role Purpose

The Hospital Administrator ensures smooth, efficient, and compliant administrative operations that support high-quality patient care and positive patient experiences. The role manages the financial governance framework, provides support for financial management, and ensures that all patient administration processes are continuously improved and updated. The Administrator ensures adherence to UAE healthcare regulations (DHA, DOH, MOHAP) and hospital policies while supporting sustainable growth and development of the facility.

Key Responsibilities

Leadership & Team Management

• Lead and manage the team efficiently and effectively.
• Lead and supervise departments and teams to ensure courteous, efficient service delivery and seamless patient transitions.
• Provide training, performance reviews, and continuous development for administrative staff.
• Oversee staffing ratios, scheduling, and costs to ensure efficiency and relevant coverage.

Financial Governance

• Monitor financial governance by ensuring appropriate KPIs and management of costs and budgets for the department.
• Suggest opportunities for revenue enhancements.
• Provide insights, analysis, and interpretation of costs and revenue for all areas of the hospital.

Operations & Process Improvement

• Oversee and manage non-clinical departments including call center, front desk, registration, admissions, scheduling, cashiering, revenue cycle, medical records, VIP coordination, admissions and discharge, housekeeping, and security, including patient access.
• Provide guidance to front office management and monitor the effectiveness of all relevant processes.
• Constantly monitor and review the effectiveness of processes and functions under their purview.
• Implement internal process improvements to enhance patient flow and satisfaction.
• Provide effective and efficient operational support when needed.
• Champion digital transformation and automation initiatives.
• Ensure smooth coordination between administrative and clinical teams.

Patient Administration

• Ensure knowledge of Patient Administration processes and systems.
• Ensure accurate data entry and maintenance of patient demographic and insurance information.
• Implement data management processes and oversee medical records.
• Ensure timely and accurate billing.
• Demonstrate understanding of Funders, their processes, and rules.
• Monitor functions within the patient administration process and address problem areas.

Compliance & Quality Assurance

• Ensure compliance with UAE laws and healthcare regulatory authority requirements (DHA, DOH, MOHAP).
• Conduct regular audits of patient records and administrative processes.
• Support the implementation of quality improvement initiatives and patient safety measures.

Patient Experience & Communication

• Act as an escalation point for patient complaints related to administrative issues.
• Work closely with clinical and nursing teams to coordinate patient flow and discharge planning.
• Maintain a patient-first approach in all administrative processes.

Systems & Reporting

• Oversee the implementation and use of HIS (Hospital Information System) and EMR (Electronic Medical Records), as applicable.
• Generate regular reports on administrative KPIs, performance metrics, and action plans including admissions, discharges, patient wait times, disconnected bills, pending cash bills, and administrative bottlenecks.
• Analyse, interpret, and evaluate data to support management in business decisions.
• Collaborate with IT and operations for system updates and upgrades.

Strategic Planning

• Participate in long-term strategic planning alongside hospital leadership.

Qualifications & Experience

• Minimum 8+ years' experience in relevant roles.
• 5+ years in hospital operations at the administrative leadership level in UAE preferred.
• Bachelor's degree in healthcare administration, Business Administration, or related field.
• Master's degree preferred.
• Additional certification in relevant areas desirable.

Skills & Competencies

• Excellent command of oral and written English.
• Knowledge of Arabic desirable.
• Excellent knowledge of Microsoft Office (Word, Excel, and PowerPoint).
• Ability to work constructively and interact professionally with others.
• Ability to coordinate multiple tasks, adjust to changing priorities, and work within deadlines.
• Ability to attend meetings outside of normal business hours.
• Ability to demonstrate highly developed communication and organizational skills at all levels.
• Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.
• Demonstrates knowledge and practice of confidentiality policy.
• Demonstrates a "can do" and flexible approach.
• Achievement of core objectives in line with the expectations of management and stakeholders.

Additional Information

• Experience in patient experience and satisfaction improvement strategies desirable.
• Experience in healthcare analytics and quality reporting desirable.
• Experience in crisis management and emergency preparedness desirable.
• Experience in contract negotiation and vendor management desirable.
• Experience in insurance and claims processing in UAE desirable.
• Experience in stakeholder engagement and public relations desirable.