Abdulaziz Hamza, Emhca Email & Phone Number

United Arab Emirates

Reem Island, Abu Dhabi

Dubai, United Arab Emirates

- Designed and Delivered an Arabic Training programme across the Mediclinic network which consists of a series of learning programs aimed at providing non-Arabic speaking healthcare staff with the Arabic essentials to better communicate with Local/Arab patients & visitors. Training approach includes experiential learning, e-learning, workbooks & team building.- Deliver Patient Experience and soft skills programs (e.g. telephone etiquette,effective communication skills, smart image, etc.) across Mediclinic network

Abu Dhabi, United Arab Emirates

- Conducted Customer Care training workshops to Guest Services Officers and Agents as well as members of several other departments. The workshops were specifically designed for the healthcare context- Designed “Arabic 101,”an interactive workshop that includes basic everyday Arabic phrases used in a hospital setting to better equip non-Arabic speaking Guest Services employees when working with patients. Lessons include greetings, directions, list of clinics, etc- Designed and collaborated on Guest Services Team Manual, a comprehensive guide for both onboarding and current Guest Services team members- Member of the orientation development team with the ongoing task of revamping and delivering the “Cultural Awareness” portion of the program- Edited over (70) documents of marketing material for the Marketing & Communications department- Was a member of the team responsible for launching Healthpoint Hospital’s Arabic website

Bahrain

• Provided administrative support to multiple hospital departments e.g.: - Aided various hospital departments in the procurement process of required equipments - Supported the catering department in staff recruitment and training• Worked as a liaison between hospital departments and external parties when required• Attended meetings with hospital staff from different levels• Carried out various investigations regarding Incident Reports, Patients and Staff Complaints• Conducted multiple audits e.g.: - Physician’s Clinic Utilization Time Audit. - Audited the execution of a fire drill taking place at multiple hospital departments. • Drafted Quality Indicators, PDCAs, Risk Factors and Disaster Plans.• Drafted and reviewed department Policies Proecuders & Guidelines. • Prepared the hospital annual reports for the years 2011, 2012 in terms of data collection, content and design.• Attended meetings with hospital staff from different levels.• Continuously looked for “Areas for Improvement” in hospital administrative processes and procedures.• Carried out special tasks as required by the Hospital Director. • Participated in the preparation for the ACHSI (Australian Council on Healthcare Standards International) accreditation in terms of internal auditing, following up and fulfilling all the requirements for the ACHSI.• Prepared presentations for the hospital administration as required. (e.g. An overview of The BDF Hospital)• Worked on establishing “The Executive Clinic”, a private practice clinic providing comprehensive medical check up to executives

• Conducted a lecture about feedback titled “Power of the Mop: a Success Story" to all Hospital staff, which emphasized on the importance of feedback from a managerial point of view. • Conducted a lecture about hospital emergency situations titled “Emergency Colour Codes System" to all Hospital staff, which emphasized on training the staff on handling hospital emergency situations while avoiding unnecessary stress or panic. • Conducted training workshop sessions about hospital violence titled “Code Grey: Hospital Violence” to all Hospital staff, which emphasized on handling violent situations in a hospital setting. • Conducted Workshops, in conjunction with the dietetics department for the catering department staff in both languages Arabic & English. (e.g. HACCP, ServeSafe, Food Service Systems) • Conducted workshops titled "Customer Care" & "Time Management" for frontline clerks, both were part of a serious of workshops which emphasized on increasing the over-all knowledge and skills of frontline clerks.

Executive Masters In Healthcare Administration, 3.98

Bachelor'S Degree, Health/Health Care Administration/Management, Gpa 3.8 Valedictorian

Activities and Societies: Was a Member of Pioneers 21 Program in college. Was an Exhibitor in the International Students' Exhibition•.