hisham shams

Operations Manager at MaterialManagement *PatientRelationshipManagement *Healthcare Services

• My current job since December 2018

Training & Development *Distributor Management
Achieved Positions:
* Clinic

Operations Manager

• January 2017 to October 2018

Manager

• October 2012 to December 2016

( Magrabi Hospital )
* OPD / In-Patient Manager: (Oct.-2010 to Dec.-2016.) (Magrabi Hospital )
*Along my Leadership journey, achieved accreditation of 2 JCI & one CBAHI accreditation
along with hospital team since 2012.
*To support my career path, I had achieved a Diploma in Business administration (international&
Retail marketing) since 2013... from Leicester University- GB (Distance Learning).
All over my journey with the group of hospitals & centers., I managed +300 subordinates from different
sectors ..., HR, Accounting, Medical Records, Medical Coordinator, supporting services, Nursing
department, OPD, In-Patients sector..., Medical sector with a big no. of doctors in different specialties.
GeneralHospitalsalwaysrepresents abigchallengefor any Operations Manager., that’s whyIworkedhard
and trained myself very well by applying policy and procedures to manage and execute the tasks I had in a
way to achieve company strategic and financialgoals.
I believe the most important points for Patient centric industry is to achieve:
* Patient Satisfaction
* Effective Revenue cycle control with cost effective tools.
* Achieve revenue against budget.
Page1
Top Skills
1- Manage day to day Center/Hospital Operations.
2- Developing and fostering effective collaboration between departments, divisions, management and
other affiliated services (inside and outside of the medical center/ hospital) to ensure an integrated
approach to providing services.
3- Manage Revenue cycle effectiveness on Daily basis.
4- Responsible for the hospital/ center to achieve revenue target on a consistent basis both top and
bottom line. Alongside ensure year on year growth.
5- Doing Monthly performance review meetings with managers to review and discuss performance of
the Center/Hospital business and to agree on action plans in line with the center strategic plans and
revenue cycle management.
6- Responsible for all department managers and supervisors, with review/approvalresponsibility.
7- Facilitate and manage In-Patient activities ( Pre-admission tasks/Admission/ room
acceptance/ reservation/ monitor patient stay feedback everyday / discharge process / discharge
feedback / dispensed medication upon discharge/ end of patient journey)
Also, Completes credentialing for multiple providers with all healthcare insurers and other payers in
timely and effective manner.
Leadership skills:
1- Manage by Example. Ex.: Resolving issues concerning credentialing and contracting with insurance
companies.
2- Co-operate with all team members in positive attitude and ability to communicate in a manner
to achieve hospital/center strategic goals on daily, weekly, monthly basis.
3- Committed with my senior management, associates and key opinion leaders toward
Revenue management and profit wise process on daily basis.
4- Keeping on top priority: Work ethics, problem solving in framed and restricted time, multi-tasking
operational thinking, Patients’ satisfaction on daily basis, timely completion of all assignments.
5- Concerning departmental KPI’s as the best way to evaluate and improve performance of all staff.
6- Keeps operations promptly and fully informed about service excellence steps and manage
patient satisfaction in every details of each department.
7- Analyze Patient Satisfaction survey results on monthly basis in a way to improve patients’ response
and manage any obstacle in patients’ flow inside center/hospital.
8- Furthermore, submitting results of KPI / patient satisfaction to senior management in a way
to review and support our main tools to foster revenue and improve our value.
Page2
Team Management
1- Allocate and maintain high service standards according to policy and procedures with practicing and
exercising quality control standards in all areas of hospital/center.
2- Optimizing budgets utilization and controlling finance coupled with strategic planning.
3- Conduct and follow with new and existing staff to get departmental orientation and training on proper
functions of the practice management system and computer functions.
4- Encourage and follow the communication cycle process between all departments in a way to serve
patients in proper and standard manner with zero tolerance toward any misbehavior... or unethical attitude.
5- Receive and review departmental reports on weekly basis to monitor and evaluate center/ hospital
performance in line with company strategic goals.
6- Focus and review will all departments heads about center/hospital revenue cycle plan and how we can
achieve our budget accordingly on monthly basis.
7- Encourage innovation and new ideas implementation with all staff as a way to improve and embrace
good and healthy organizational culture.
8- Prepare and implement motivational and engagement plan for all center/hospital staff with HR team
in a manner to improve and keep loyalty with fostering the performance measures and push
inspirational attitude.
9- With Marketing team ..., increase and follow staff awareness about center/hospital social media
activities and adverts..., which in turn will enable all staff to perform tasks with clear vision about
Organizational market situation.
Work Experience
1- Clinic Utility Management, in effective and continuous improvement style in collaboration with
medical and senior management team.
2- Daily, weekly, monthly clinics and admission census reports ... to evaluate and monitor
center/hospital performance
*Motivating team members to fulfill hospital and corporate objectives to acquire Best Employee Award
*Evaluation between numbers yearly& monthly basis.
*Determination of waiting time for each clinic to proceed patient satisfaction.
*Maintaining reports with patient relation officer to handle patient’s objections & satisfactionsurveys.
*Giving suggestions of service quality with direction to Regional Manager.
3- Mange and prepare the service excellence reports on monthly basis to be submitted to higher
management.
* Keeping a track of all records as well as of patients reports:
1-KPI monthly reports.
2- Call center performance monthly report.
3- Clinic census (daily, weekly, monthly).
4- Waiting time monthlyreport.
5- Patient complaints monthly report. ( Out & In patients sectors
6- Monthly duty Rota.
4- Staff attendance *(medical/ admn.) sheet on daily basis.
5- In-Patients & ER performance reports /month.
Page 3
Key Result Areas: (in OPD): To confirm right Revenue cycle management:
* Liable for supervise varied medical obligations as Medical Coordinator comprising finalization of
mechanism with doctors
* Updating approvals with patients by means of telephone & SMS.
* Validating uploading of patient' reorganized cards & I. D’s (CustomerIdentification).
* Providing feedback to Medical Head to identify & improve drawbacks.
* Enhancing process of preparation of claims with accounting department by end of the month.
* Conducting daily alert gatherings with IT division to settle down hindrance concerned to patient's cycle
and flow.
* Leading several departments namely Approvals, Pharmacy, Accounting, Sales & Marketing, IT, HR.
* Allocating candidates suitable positions as Receptionist, Call Center Clerk, Operator, etc. in OPD
department.
* Monitoring performance of hospital team in departmental, one to one meeting & segmental meetings.