Mohammad Hassan Email & Phone Number

Doha, Qatar

Managing and analyzing all Patient Administration Department activities, including management of referrals, call center and scheduling functions along with resolution of problems, tracking of department metrics/KPIs and staff supervision. Responsible for ensuring the provision of safe patient and family focused quality service, and as a key member of the multi-disciplinary team, ensures that standards of care are adhered to at the service level. Working collaboratively to ensure that recruitment, onboarding, orientation and service activation responsibilities are carried out in accordance with Sidra’s plans and timelines.KEY ROLE ACCOUNTABILITIES• Manages organizational and administrative daily operations and workflows of the Patient Administration Department, with a focus on referral management, call center and scheduling functions.• Analyzes, interprets, and summarizes pertinent Patient Administration data components, and monitors performance against Key Performance Indicators.• Identifies issues, risks, barriers and opportunities for improvement related to referral management, • Assists with budget planning for the department and ensures that services are provided in a timely, efficient and effective manner by utilizing the resources (manpower, material and equipment) appropriately.• Identifies opportunities and communicate/resolve issues and backlogs that directly impact the satisfaction of patients, families and providers.• Addresses issues that negatively impact on patient care outcomes, and implements solutions to demonstrate improvements in quality data and bench marks.• Deals effectively and efficiently with patients, families and colleagues, addresses patient complaints immediately and assists in the investigation of written complaints.• Initiates changes/improvements based on service or patient feedback • Promotes retention of all staff by creating a healthy work environment that facilitates teamwork.

Doha

Responsible for meeting all contract goals associated with call center operations and call taking through oversight of the day-to-day operations and customer service in the center. The Call Center is a 24/7 operational environment dealing with multi in bound and outward bound calls from patients, staff and professional agencies. Responsible for provides call center performance reports and initiates and implements procedures to improve the Sidra wide patient and staff call taking and telecommunication requirements. Responsible for management of the active call center directory, its functionality and its usage.Key Accountability*Manages and develops a team of Supervisors, Leads and operators to deliver Customer Focused Service delivery*Ensures efficient staffing and technology to handle call volume within agreed budgetMonitors training needs and ensures correct Call Center Management (CCM) education occursMonitors employee performance standards, and takes appropriate corrective action in order to meet standards*Monitors the standards of performance of the Call Center and recommends and initiates call center process and policy improvements to ensure that Sidra excels in its customer and patient focused experience *Makes recommendations and implements changes to improve service efficiency, while maintaining budget requirements*Evaluates current reporting tools and performance measurements and implements continuous improvements as needed*Champions new technology improvements and system enhancements to meet business objectivesWorks with Senior Management in the development of short and long-term business and strategic plans and organizational structure within the Call CenterParticipates in projects or surveys as necessary*Developing and maintaining a comprehensive working knowledge of the CCM, Nurse Call, Paging, Viocera Systems, including the Telephone recording system, Task system (reports), and Site Administrator system.

Business Solutions FTTX Implementation Manager• Spearheading the FTTX project as key Manager, creating all migration and new acquisition processes as well as dealing with migration issues related to the business products and clients• Harnessing synergies between multiple departments to complete an array of vital functions, from forging the SOP for the business FTTX migration to designing all business products on fiber• Streamlining all current processes and protocols inherent to the migration by engaging in a vigorous analysis of business customer databases and setting up an outbound call centre team for the campaign • Planning and developing the ‘Customer Journey’ process, ensuring a clear and concise message is delivered to all customers throughout the marketing campaign• Establishing clear protocols and test scenarios to be executed by the UAT team so that the IT infrastructure

Qatar

Customer Care Section Head, Operation Room• Presided over a myriad of diverse functions within the Operation room by communicating goals and Key Performance Indicators (KPIs) to all teams, including Technician Support, Activation, Test Desk, Customer Service Installation and Quality • Forged strong relations with other Qtel departments related to the installation process by establishing the Operation Room as the hub for all FTTX project processes related to the contact centre• Analysed all data coming into the Operation Room and robustly transforming this raw data into useable and effective processes to enhance services and team performances• Oversaw the Call Centre Internet and Mobile services by managing the service daily operation to guarantee a consistently high level of standards are met• Monitored inbound telephone trunks along with forecasting call volumes and average handling times to construct an efficient system of call management that results in customer satisfaction• Proven experience in running large teams with multi tasks, the ability to rise the performance of all teams to higher levels• Participated in creating all current processes implemented in the call centre operation room, responsible for putting all the processes into effect and the measurement of its success• Proven ability in improving work processes and tools, • Proven ability in increasing level of performance for all teams managed • Working knowledge with all system related to the installation and maintenance process • Work with the engineering Team as well as Operations partners to identify opportunities through automation; define requirements; and work to implement appropriate automation solutions.• Produce monthly “Key Performance Indicator Report” with all appropriate back up documentation and analysis. Identify trends, root causes of issues, and opportunities for improvement.

Amman

• Designing and implementing key tools and processes to bolster efficiencies, including the information tool, the manual for the billing system functions and the technical trouble shooting tool for call centre representatives• Responsible for collating and analysing all data coming through the call centre and drafting rigorous reports on a daily, weekly and monthly schedule, based on said data• Creating all the links between the reporting program ‘Business Object’ and that databases used by the Call Centre as the administrator and main user for the software• Troubleshooting all customer problems and issues escalated to the Support Team

Adina/Usa

• Installing the Amcom Smart centre software, using SQL Script to configure and customize the software in serving customer needs and requirements• Supervising the transition of all programs onto the new systems, dealing with any issues arising • Training the local operators on the new system’s protocols

Minneapolis, Usa

• Gaining promotion from level one to three to lead a team of 10 level one workers whilst providing critical consultancy to American Express Financial Advisors on network and software issues• Migrating the system from win3.1 to win95 as well as training advisors on various financial software packages

Bachelor'S Degree, Management Information Systems

Management Information Systems, General