Mohamed Youssef DM-MBA-CPD-IATA-NLP Coache

Experience

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  Bahrain Air

  May 2010 - Apr 2012

  Customer Service

  • Answer phones and respond to customer requests. ‎• Sell product and place customer orders in computer system.‎• Transfer customer calls to appropriate staff.‎• Provide customers with product and service information. ‎• Up-sell products and services. ‎• Identify, research, and resolve customer issues using the computer system. ‎• Follow-up on customer inquiries not immediately resolved.‎• Complete call logs, reports and Recommend process improvements and other duties as assigned.‎• Benefits of customer service• Handle customer complains • Greeting visitors, managing the reception desk• Dealing with general inquiries, answering phone calls• Message taking and providing administrative support, HR, payroll, purchasing• Assisting visitors and customers for further consultations Show less

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  Mediclinic Middle East

  Apr 2012 - Jun 2015

  • Provide training staff on communication skills and Deliver excellent customer service, at all times.• Building an effective team is able to fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.• Involved and contribute at team meetings.• Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail.• Administer all reservations of Surgeries, cancellations and no-shows, in line with Hospital policy.• Responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services.• Maintain personal knowledge by completing training and workbooks.• Carry out instructions given by the management team and head office.• Provide the Patient the highest level of customer service and ensure that the highest quality of service is provided to our patient which exceeds his expectations.• Coordination between our supplier for our VIP service Flowers, Beauty Salon and Chocolate.• Communicates with our VIP Patient by phone, fax and/or email and receives orders and/or instructions from the VIP Patient which are entered accurately into the computer.• Careful all the time to make them feeling satisfaction. Show less Welcoming all the Patients Registering the patients Calling the no show patients Giving appointments Solving the Clinic complaints Following with prosecutors approvalsDoing billing Calling the after visit patients collecting the feedbacks Doing surveys creating excel sheets patients dataManaging the the calls and answering the queries Doing marketing to my hospital through offering our patients offers Creating a positive work environment with my colleagues Show less

  • Guest Service Executive Admission and In Patient

    Jun 2013 - Jun 2015

  • Guest Service Executive OPD

    Apr 2012 - Jun 2013
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  Burjeel Hospital

  Jun 2015 - Feb 2019

  • Supervises the operation of the Guest Experience Department. • Trains staff in all department operations, daily functions, processes, procedures, and requirements• Lead and mentor team members, by providing friendly motivation, guidance and training to produce an outstanding staff with a ‎‎“Patient first” focused attitude.‎• Analyze and identify patient needs and provide burjeel medical city based solutions• work with different departments to identify patients’ needs• Promote a high-energy environment that is based on accountability.‎• To ensure the full implementation of the Guest Experience strategy.• To ensure that the GE Department function operates effectively and that the functions’ activities are aligned to departmental and burjeel ‎objectives.‎• To ensure that all patients inquiries are satisfactorily managed, resolved and closed within agreed timescales.‎• To ensure that the Guest Experience function is adequately staffed and trained to deliver an efficient service to internal and external guests.‎• To represent the GE Department function as an active member of the Senior Management Team.‎• To actively promote and manage the process of continuous improvement in GE department standards• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.‎• Implementing policies and develops procedures to ensure consistent Guest Experience and satisfaction.‎• Identifies training and staff development needs of employees and ensures appropriate training provided.‎‎Accomplishments and Achievements as Assistant Director of Hospitality:. Build the GE Department from scratches. Build the GE department strategy and philosophy. Changed the mentally and philosophy of the department from doing work to something i do to enjoy • Creating staff engagement initiatives ‎• Established the Rules, policies, and workflow of the department• Creating a complaint and feedback system Show less • Develop and implement appropriate strategies to improve patient satisfaction, health services delivery and employee engagement.‎• Assist leadership in the development of action plans based on report data and responsible for monitoring the results of the plan. • Interact with various departments to address complaints that are submitted from various sources including, but not limited to, our patient survey ‎company, ‎correspondence to executive staff, website portal and social media platforms. ‎• Work with third-party patient satisfaction Survey Company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of ‎data ‎feedback to system users. ‎• Employee data analytics to track trends and develop interventions based on data analysis. ‎• Manage employee customer service recognition programs as well as the hospital’s service recovery program.‎• Identifies training and staff development needs of employees and ensures appropriate training provided.‎• Participates in all departmental activities which support the successful operation of ‎the Patient Relations Department. ‎• Functions as an advisor and/or partner with hospital staff and leaders in ‎all aspects of decision-making in regard to the management of patient complaints ‎and ‎grievances.‎• Frequently collaborates with Administrators, Chief Nurse Executive, Chief Medical Officer, Department ‎Chairmen, and other senior leaders in order to ‎address ‎patient issues and achieve patient satisfaction. ‎ Accomplishments and Achievements as Burjeel Ambassador:• Build a strong team of Ambassadors ‎• Helping for established the Rules, policies, and workflow of the department• Build a strong relationship with our VIP Patients which reflected on the increasing number of the VIP Show less •Handling OVR/DAMA/LAMA and Risk Management.• Using KPI and Jawda programs to improving the Quality• Prepared and provided support for all ad hoc reporting.‎• Monitored and performed audits on a variety of medical records and documents.‎• Designed and promoted new quality improvement plans.‎• Reviewed and submitted all quality reports to management.‎• Assisted with staff training in continuous quality improvement methodologies.‎• Plans, coordinates, and implements the quality management and quality improvement programs for a ‎healthcare facility• Monitors and provides assistance with quality assurance and compliance functions. Provides ‎consultation and direction to ensure programs and services are implemented at the highest standards ‎and patients receive the highest level of care.‎• Supports the accomplishment of corporate strategic plans that achieve high-impact and Significant ‎improvements in organizational performance.‎• Supervises employees who lead or facilitate quality improvement activities, provide project ‎management, data analysis and measurement of outcomes, document and report the results and ‎accomplishments of quality improvement initiatives.‎• Oversees and monitors the development and implementation of the quality improvement program.‎• Works with the Executive Director, Medical Director, and others to develop performance to ‎improvement targets for quality, service, and efficiency of the organization.‎• Provides leadership for implementing changes targeted at systems improvement. Measures and ‎evaluates attainment of results.‎• Assures that improvement activities are documented and reported within the organization and ‎externally as appropriate.‎• Demonstrates problem-solving, leadership, conflict management, and team building skills in order to ‎ensure a productive work environment and achievement of goals.‎ Show less •Manages in Patient Department activities, including directing and overseeing staff supervision and scheduling to ensure shift coverage, assigned tasks completed accurately and on schedule, maintain an efficient operation and meet departmental and company goals and objectives.•Experience with identifying patient’s requirements and developing creative and innovative patient’s solutions.•Designs and implements data center strategy, policies and procedures.•Provides guidance for employees regarding the long-term role and career development to ensure they have the tools, resources, support, and training required to enhance their job performance and advance their careers•Responsible for Developing and Delivery of New Employees Orientation Program•Provide key input of Training aspects for all activities and plans of In-Patient Department•Responsible for providing the highest and most prestigious luxury and comfort levels for the Royal, VIP and Normal patients to make them feel satisfied and to meet their expectations by coordinate Between the Doctors, Nursing, and Service Provider during their staying time.•Accomplishes high bed occupancy by following procedures and policies to assure high bed occupancy and control bed availability and patient traffic; identifying and monitoring potential problem clerical or system practices.Accomplishments and Achievements as In-Patient Executive:• Developing the performance of staff, leading to increased efficiency.‎• Developing the skills and behavior of staff through the skills training program.‎• Development of patient's rooms for suitable the psychological condition of the patients.‎• Insert the concept of I'm a patient, which changed the beliefs and customs negative of staffs• Reduce the patient's complaints from 60% to 10% rate in less than one year ‎• Create teamwork with a high potential for job performance and the integration of the new staff with the teamwork Show less

  • Assistant Patient Experience Manager

    Jul 2018 - Feb 2019

  • Burjeel Ambassador

    Dec 2017 - Jul 2018

  • Quality Assurance Executive

    Feb 2016 - Dec 2017

  • In Patient Administration

    Jun 2015 - Feb 2016
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  Nation Hospital

  Feb 2019 - Nov 2019

  Patient Service Manager

  ‎•Responsible for staff duty rota and department KPIs.‎‎•Oversee patient services to meet treatment goals.‎‎•Schedule patient appointments and make reminder calls.‎‎•Reschedule missed appointments and perform appointment cancellations when required. ‎‎•Answer patient calls, direct calls to appropriate staffs and take accurate messages.‎‎•Respond to patient queries and concerns in a timely manner.‎‎•Obtain patient’s insurance information and verify the same with insurance companies.‎‎•Inform patients about their co-payments and insurance coverage.‎‎•Assist patients in filing the required paperwork and collect co-payments at each visit.‎‎•Follow and enforce departmental policies and procedures.‎‎•Maintain patient database up-to-date and accurate.‎‎•Assist in the development of patient service programs to ensure patient satisfaction.‎‎•Recruit, train and mentor patient service staffs.‎‎•Review and recommend improvements to existing patient service programs.‎Accomplishments and Achievements as a Patient Service Manager:• Creating the Rules, policies, and workflow of the department• Creating staff engagement initiatives ‎• Creating Patient service Department Improvement plan 1 & 2 (Staff & Department)‎• Creating a Training & Development Strategies plan ‎• Creating tolls to monitoring:‎‎ 1_ Staff TNA (Training Need Analysis)‎‎ 2_ Complaint studies ‎‎ 3_ Patient satisfaction and Experience ‎ Show less

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  Burjeel Medical City

  Nov 2019 - Jul 2024

  - Adhering to the operating budget, financial goals, and objectives with economic and efficient performance- Establishing policies and procedures that support high-quality healthcare service, in partnership with hospital management, medicalteams and the surrounding community- Managing a team of healthcare professionals- Influencing strategic decisions related to hospital functions- Resolving operational issues and analyses workflowAccomplishments and Achievements in the scope of Operations Department:• Digitalising, cutting cost and Smart work implementation• Helping create a healthy work environment for employees• Implement Gemba walk model in leader's role• Rebuilding all the prosses and polices of the Department• Changing the transportation process to be more flexbox and available• Preparing future leaders Show less -Responsible for operational/administrative management of all staff in the Clinic including but not limited to attendance, leave management.-Ensures patient access to care is monitored on continuous basis.-Manage scheduling within the clinic and ensures clinical services are scheduled in a way that promotes the continuity of patient care and optimal revenue generation utilizing existing facilities are achieved.-Provide leadership and operational assistance to all within the clinic.-Strategic plans for the Clinic operations are developed and implemented for business progressions.-Actively investigate new business opportunities for the Clinics operations and expansions in line with BMC mission.-Mutually beneficial relationships to be built with all relevant stakeholders and monitor insurance authorizations to ensure accuracy and timeliness.-Dis-allowances are closely monitored and reported as per the set standards.-Manages, analyses, and reconciles various clinic reports like daily reports, daily sales report etc. any variances are escalated to management.-Manage, analyze and approve refunds, bill cancellation, patient entitlements, under recoveries and cost estimates issued.-Annual budgeting exercise for manpower, capital and patient volume-revenue are managed efficiently.-Identifies any new requirement and eventually manages the purchase of equipment and instruments in liaison with the purchase department as per Group policies and protocols.-Operational/administrative & human resource policies and procedures to be implemented within the clinic and compliance are monitored.-Ensure quality accreditation standards are met and maintained.-All clinic outsourced contracts to be maintained and updated on contract register and renewal intimation to be sent to appropriate parties.-Commercial and healthcare licensed to be maintained and available for inspections by local governing authorities.-Audits are conducted to ensure that risk management is implemented. Show less •Supervise day-to-day operations in the Hospitality department. •Respond to Hospitality issues in a timely manner. •Create effective Patient service procedures, policies, and standards. •Develop Patient satisfaction goals and coordinate with the team to meet them on a steady basis. •Maintain accurate records and document all Hospitality activities and discussions. •Assess service statistics and prepare detailed reports on your findings. • Hiring and train new Employees and seniors. •Managing the approved budget of the Hospitality department. •Oversee patient services to meet treatment goals. Accomplishments and Achievements as a Patient Service Manager:1_ Implement Gemba walk model in leader's role2_ Digitize all documents used from (Feedback, Survey, Quality Check...etc) 3_ Set up the Department’s Rules, policies and workflow 4_Set up the VIP Policies and processes 5_ Set up the International Patient Experience Department 6_Creating the staff engagement initiatives 7_Creating Hospitality Department Improvement plans 8_ Creating Training & Development Strategies plan 9_ Creating tools to monitoring and evaluation of the department performance: 1_ Staff TNA (Training need Analysis)2_ Complaint studies 3_ Creating Patient satisfaction and Experience tool (Quality Check) Show less

  • Operations Manager

    Jan 2023 - Jul 2024

  • Acting Operations Manager

    Sept 2022 - Jan 2023

  • Assistant Operations Manager

    Jan 2022 - Sept 2022

  • Clinic Manager

    Dec 2021 - Jan 2022

  • Acting Hospitality and Patient Experience Manager

    Aug 2021 - Dec 2021

  • Assistant Manager of Guest Experience at Burjeel Medical City

    Nov 2019 - Aug 2021
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  Burjeel Holdings

  Jul 2024 - now

  Operations Manager - Projects

  _ Ensure smooth daily operations and high patient care quality._ Enhance efficiency, reduce costs, and improve quality._ Oversee recruitment, training, and performance management._ Efficiently manage operational budgets and resources._ Adhere to healthcare regulations and safety protocols._Oversee procurement and inventory management._ Implement and monitor quality standards._ Align operations with organizational goals._ Oversee national and international projects. Show less