Manager, OFA Services

Job summary

This position oversees the daily patient access activity for Office of Facilitated Access (OFA) patients at Cleveland Clinic Abu Dhabi. The role is designed to create a smooth, highly personalized experience for the organization’s premier patient groups.

The manager heads an integrated OFA coordination team that handles patient coordination, care support, appointment booking, registration, visa support, and financial clearance. The aim is to ensure patients gain timely access to services while service quality and operational dependability remain consistently strong.

The position also requires strict adherence to HAAD and JCI requirements, while continuously improving how care is delivered through simpler, faster, and more efficient processes.

Decision-making scope

• Reviewing workflows and deciding which steps should remain, be redesigned, or be removed.
• Organizing team coverage and improving capability across automation, service quality, engagement, and capacity planning.
• Guiding the choice of technology and automation tools to support long-term efficiency and allow the team to focus on high-touch patient care.
• Determining when to intervene in sensitive VIP situations, where decisions can affect reputation and relationships.
• Embedding HAAD and JCI standards into daily operations while keeping workflows practical and responsive.

Education

A bachelor’s degree in Health Care, Business Administration, Nursing, or a related discipline is required. Candidates with 5 to 7 years of relevant hospital experience in the same capacity may be considered in place of the formal degree. A master’s degree is preferred.

Experience

The role calls for 7 years of healthcare experience in patient access or a similar area, including 4 years in a manager or supervisor role. Prior experience leading teams in a healthcare setting is required. Experience supporting VIP, international, executive, or other high-profile patient groups is preferred.

Certification and licensure

A Registered Nurse License is preferred, along with CHAM certification through the National Association of Healthcare Access Management or CRCR certification through the Healthcare Financial Management Association.

Job-specific skills and abilities

• Strong leadership skills with the ability to coach, guide, and build high-performing teams
• Solid understanding of patient access processes and the full patient journey
• Excellent communication and stakeholder coordination abilities
• Commitment to patient satisfaction and the Patient First approach
• Strong analytical thinking and problem-solving using data for improvement
• Well-developed interpersonal skills
• Resourceful, proactive, and able to think critically
• Careful attention to detail when handling sensitive, visible situations
• Ability to drive change and sustain improvements in a fast-paced healthcare environment
• Strong English speaking and writing ability; Arabic is an advantage
• Comfort working in a changing environment
• Willingness to work rotating shifts as required

Additional information

This role is centered on operational leadership, service recovery, compliance, and continuous improvement for a high-touch patient access function serving priority patient groups.