Job Description

Roles & Responsibilities

The primary role of the Healthcare Liaison Officers (HLOs) is to establish and maintain smooth operations within the Emirate of Abu Dhabi Healthcare System within the Unified Medical Operations Command (UMOC).

The HLO will play a crucial role with in ensuring hospital preparedness for all major incidents and that surge plans are current, with the available hospital resources and as per the surge plan.

In addition, the HLO will generate periodic reports to update on the status of the hospital, as well as special pathway patients (SPP) and be the link between HLO healthcare group and other stakeholders including UMOC team.

Responsibilities

Adhere to the standards set by the Human Resources (HR) department in accordance with respective facility

policies and procedures.

• Arrive to work on time, being in position to start work at the shift start time.

• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC KPIs.

• Update and maintain contact details for the Health Care Facilities (HCFs)within the same healthcare group

emergency and non-emergency communication.

• Coordinate and liaise with HCF's Emergency Management Programs, including preparedness, response,

recovery, and business continuity.

• Communicate with the UMOC teams during normal situations, major incidents, mass casualty incidents

(MCI), planned mass gatherings, and other emergency situations.

• Continually monitor respective health care facility resources as part of emergency preparedness activities to

assist in case of any emergency incident.

• Obtain and maintain up-to-date information on critical resources available at HCFs.

• Engage in communication with hospital experts to obtain specialized advice regarding incidents.

• Activate and notify relevant healthcare facilities and emergency services as directed by UMOC based on the

level and nature of the emergency, maintaining continuous communication between UMOC and HCF until

the incident is resolved.

• Provide real-time surge capacity information as and when required, particularly in the early stages of

emergency response until the formation of DOH Incident Command, and then follow the incident

commander's instructions.

• Work closely with the entire UMOC team on emergency and disaster situations and coordinate with them

to assist in any emergency incident.

• Verify the availability of the HCF Special Pathway Program (SPP) for conditions such as STEMI, Burns, Stroke,

etc.

• Compile periodic reports (as requested by DOH) on all SPP cases related to the HCF.

• Assist the SPP Task Force in reviewing and improving the SPP process.

• Prepare and maintain documentation on activities related to emergency preparedness and response.

• Escalate all relevant emergency incidents/challenges to the UMOC management regularly, effectively using

the proper chain of command.

• Respond effectively to requests from DOH senior management when required and facilitate their requests

by coordinating with the necessary healthcare facilities.

• Must be able to work in shifts, including evenings, nights, weekends, and holidays, and handle a fast-paced,

multitasking, and stressful work environment.

• Always maintain confidentiality.

• Ensure all assets are kept in good working order and report any damage or faulty items as per company

policy.

• Establish a solid working relationship with both internal and external stakeholders.

• Document all relevant and appropriate information in chronological order into the Estijabah system or any

system used in UMOC as close to real-time as possible.

• Follow internal SOPs (Standard Operating Procedures) and guidelines of the Operations section.

• Contact the UMOC management team if you are unable to report to duty at the earliest as well as following

your respective health care policies to ensure coverage plan.

• To actively participate in drills, exercises & courses as requested by DOH and your respected healthcare

group.

Desired Candidate Profile

Job Specifications Technical Skills & Knowledge Knowledge Level ▪ Knowledge of overall DOH CEPAR/UMOC activities. ▪ Intermediate ▪ Able to work efficiently under pressure in multitask environment with Knowledge of handling comprehensive and complex flow of data. ▪ Intermediate ▪ Knowledge and understanding of common medical terminology ▪ Advanced ▪ Intermediate administration Skills. ▪ Intermediate Soft / Behavioral Skills Knowledge Level ▪ Information Management ▪ Intermediate ▪ Presentation Skills ▪ Intermediate ▪ Analytical Thinking ▪ Intermediate ▪ Problem Solving ▪ Intermediate Core Competencies Knowledge Level ▪ English Language ▪ Advanced ▪ Arabic Language ▪ Basic ▪ Computer Literacy ▪ Intermediate ▪ Attention to Detail ▪ Advanced ▪ Decision Making ▪ Intermediate ▪ Communication & Relationship Management ▪ Intermediate Preferred Qualifications: ▪ Medical background ▪ Related experience in hospital preparedness and planning Preferred Experience: ▪ Minimum of 2 years of relevant experience.