Job Description

• This position will be a key member of the management team; playing a crucial role in improving patient and customer experience through identifying, analyzing and reporting issues as well as the mobilization of customer feedback. Through collaboration with all departments, and managing improvement projects which will lead to enhancing the customer journey; and ultimately result in:
• Achieving a high level of patient satisfaction;
• A focus on improving the overall patient experience in the hospital;
• To make the patient the center of the service.
• Maximiser growth and revenue opportunities
• Exploring cost saving opportunities


Discharge Process:

• Improving Patient Discharge Process in the Hospital to Solving the bed demands sometimes exceed capacity, leading to delays in patient admissions, transfers and cancellations of surgical procedures.

LAMA Patients:

• On a daily basis track, collate and analyse patients who have signed LAMA the previous day. Implement a plan to follow up these patients on a daily basis; understand the reason for LAMA.
• Implement an action plan to minimize the risk of patients signing LAMA and communicate with Hospital Administrator.
• Assist PRO department with following up on patients complaint; and collate data regarding patients phone call post discharge.

Referred patients to Specialist:

• Ensure that patients referred to Specialist from the ER leave the facility with a firm appointment with the specialist.
• Patients are assisted with arranging this appointment.

Focus on ER to OP/IP conversion

• Understand the initial admitting diagnoses when patient arrives at the ER department.
• Analyse this data and evaluate the patient pathway following the diagnosis and outcome for the patient.
• Analyse patients' data regarding admission to ward; transfer to other NMC facilities and other non-NMC facilities and the reason therefore.

OPD Surgical Cases Conversion Rate

• Analyse and measure the patient conversion rate from outpatient department to inpatient status.
• Track the reasons why patients are referred to other specialists (outside facilities).
• Track patients who are referred internally from specialist to specialists.

Obstetric Conversion Rates (Higher attrition of patients)

• Utilising the data from the Mama Care programme; track the number of patients visiting the facility and follow up if they return for the delivery.
• Follow up patients who attended classes and did not deliver at our hospital; understand the reasons and ensure patients that we value their input to improve our services.

Ward consumable tracking

• Non-chargeable consumables in ICU; NICU; track and measure the utilization of especially high valued items.
• Analyse and understand the breakdown of revenue per bed per day; and the expenses related to that revenue.
• Assist Hospital Administrator in introducing measures to reduce the utilization and ultimately cost.

Preparing for DRG's

Understand the concept of D RG and prepare for the impact thereof on future revenues and expenses.


Inpatient billing

Up skill billing clerks with working knowledge of medical billing understanding; and ensure agility to bill all billable services in OP as well as IP.



• Bachelor/ Master in Business Administration/ Operations.
• Job experience required: at least two (2) years in insurance in hospital field or related field.
• Computer Literate.
• Fluent in spoken and written English. Spoken Arabic is advantageous but not essential.
• Demonstrates sound decision - making and leadership abilities.