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Operations Manager - Dubai (vHealth) - 45710BR job in Dubai

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Country:  United Arab Emirates
City:  Dubai
Job Category:  Management
Aetna International in Dubai is building an innovative new clinical program offering virtual primary care. The core of the operation is a telemedical contact center, staffed round the clock by a team of medical doctors and supporting personnel.

Role Summary
The Dubai Operations and Program Manager will plan and implement efficient telemedicine center operational strategies and best practices; improve systems and processes;implement total quality management and continuous improvement programs, manage non-clinical support staff and will be responsible for running the telemedicine center at an operational level to deliver outstanding clinical services and patient experience.

Role Responsibilities
  • Helping to build the operation from the ground up. Strong project management skills & experience are a critical requirement.
  • In collaboration with the Dubai Medical Director, the Operations and Program Manager will lead and develop the telemedicine center team, including raising the performance bar through ongoing recruiting, training and skills development. The Operations and Program Manager will directly manage a team of telemedicine call center staff.
  • Meeting telemedicine center financial objectives through collaboration with the Finance Manager to estimate requirements; prepare an annual budget; schedule expenditures; analyze variances; initiate corrective actions.
  • Ensuringseamless & top quality operations through developing and implementingeffective operating policies and procedures, creating and maintainingdocumentation (reference works, guidelines, etc.), setting service levels andproductivity expectations.
  • Developing a working model for our physicians to deliver on-site primary care clinics 2 -3 times per month at member workplaces around the Dubai metro area.
  • Implementinga continuous feedback process to collect, analyze and report out on patientfeedback data & trends.
  • Work with the Marketing team to understand consumer expectations and preferences in order to tailor the operational processes and procedures accordingly and increase volume of business, while ensuring quality of service.
  • Oversee atarget operating workflow to integrate the vHealth operations with that of other clinical teams, especially relating to Case Management and Disease Management
  • Overseethe integration with the core insurance business, including streamliningprocesses and helping with the onboarding of existing accounts and newcustomers
  • Implement local partnerships with pharmacy,phlebotomy and radiology partners, including patient and data workflows withthe partners to ensure smooth clinical service delivery.

Skills & Qualifications
  • Bachelor'sdegree / University degree, preferably in business administration or anyrelated field from an accredited institution. Workingexperience in the Health Care industry required.
  • Seven (7)to ten (10) years progressively responsible experience in business operations orproject management.
  • PMP and /or PRINCE II or equivalent qualification highly desired
  • Customer contact management experience, for example: inbound consumercall handling, complaints handling, client management, conflict management.
  • Excellent customer service orientation, including aproven ability to develop and nurture a customer-focused culture.
  • Stronganalytical and process improvement skills and ability to make strategic andoperational decisions.
  • The ability (and desire) to work in a fast paced, pressure-filled and change-oriented environment.
  • Management of staff at all levels and demonstrates successful working relationship with senior administration
  • Fluent inspoken and written English. Arabic or French languages would be an advantage.
  • Startupexperience would be a plus.
  • Highly flexible and collaborative; capable of working with various teams and managingmultiple stakeholders.
  • Pragmaticand strong-willed management personality with high level of social skills, aswell as skillfulness in an international environment.
  • Distinctentrepreneurial thinking and acting.
  • Up to 10% travel
Employment Type Regular Career Band Description Professional
Position Type:  Full Time
Employer:  Aetna


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