Manager, OFA Services

JOB SUMMARY

The Cleveland Clinic Abu Dhabi Manager, OFA Services is responsible for managing and coordinating day to day patient access operations for Office of Facilitated Access patients. This role is central to delivering a seamless, high touch experience for Cleveland Clinic Abu Dhabi’s premier patient populations.

The Manager leads a single, integrated OFA team of coordinators responsible for coordinating, patient care, appointment scheduling, patient registration, visa coordination and financial clearance. The role ensures timely, coordinated access to care while maintaining exceptional service standards and operational reliability.

The role ensures full regulatory compliance with HAAD and JCI standards while relentlessly pursuing smarter, leaner, and more responsive ways of delivering care.

KEY DECISIONS THE ROLE MAKES AND THE EXTENT OF THE IMPACT OF THE DECISION

Workflow Redesign & Process Elimination: Leading the team to decide which processes to keep, redesign, or cut entirely.

Staff Deployment & Role Optimization Structuring: Assess and upskill the OFA team’s skills in automating, service quality, staff engagement, and capacity management.

Technology & Automation Adoption: Leading the team to select tools and automation to champion the department's long-term efficiency and the team's ability to focus on high-touch patient care.

Escalation & Service Recovery: Discerning when and how to intervene in sensitive VIP situations, with direct reputational and relational consequences for the institution.

5 . Compliance & Policy Prioritization: Determining how to effectively embed HAAD and JCI requirements into workflows, balancing regulatory integrity with operational agility.

Education ESSENTIAL:

• Bachelor’s Degree in Health Care, Business Administration, Nursing, or related field is required
• Equivalent of 5-7 years of previous work experience in another hospital in the same capacity may be considered in lieu of education

Education PREFERRED:

• Master’s Degree is preferred

Experience:

• Seven (7) years of health care experience in a patient access environment or similar field, including four (4) years as a manager or supervisor.
• Demonstrated experience managing teams in a healthcare environment
• Experience leading teams that support VIP, international, executive, or high profile patient populations preferred

Certification and Licensure

Licensure/Certification: Registered Nurse License, Certified Healthcare Access Manager (CHAM) through the National Association of Healthcare Access Management or Certified Revenue Cycle Representative (CRCR) through the Healthcare Financial Management Association is preferred

Job Specific Skills and Abilities

• Strong leadership and people management skills with the ability to coach, mentor, and develop high performing teams
• Deep understanding of patient access workflows and end to end patient journey coordination
• Excellent communication and stakeholder management skills, with the ability to partner effectively with clinical and administrative leaders
• Ability to demonstrate genuine concern for patients and patient satisfaction and ability to fully embrace the culture of CCAD and the “Patient First” values
• Strong analytical and problem-solving skills, with experience using data to drive operational improvement Excellent interpersonal skills
• Critical thinker, resourceful and self-starter
• High attention to detail and ability to manage sensitive, high visibility patient situations with discretion and professionalism
• Ability to lead change, implement new processes, and sustain improvements in a fast paced healthcare environment
• Ability to speak and write in English is required; Arabic speaker is preferred
• Ability to adapt to a changing and dynamic environment
• Ability to work rotating shifts as needed