Maria Fatima De Guzman

• Managed high-volume patient communications via phone, email, WhatsApp, and webchat
• Coordinated appointment scheduling, referrals, and clinic bookings across multiple specialties
• Verified patient insurance eligibility and ensured complete and accurate documentation
• Supported patient journey experience by ensuring smooth scheduling and timely coordination
• Conducted call quality audits and provided feedback to improve service and compliance
• Maintained strict confidentiality of patient records in line with healthcare standards

• Coordinated omnichannel patient communications (phone, email, WhatsApp, webchat) across two hospital brands,
ensuring accurate scheduling and continuity of care.
• Managed clinic block scheduling with physicians and nursing staff; proactively rescheduled affected appointments to
minimize disruption.
• Verified patient insurance eligibility and ensured pre-authorization documentation was complete before processing,
reducing claim rejections and delays.
• Conducted structured call quality audits for offshore agents evaluating compliance, clinical accuracy, and service
standards with documented feedback.

• Managed full employee lifecycle processes including onboarding, contract preparation, renewals, transfers, and exit formalities for 100+ employees
• Maintained accurate employee records, personnel files, and HR documentation in compliance with Qatar Labor Law and company policies
• Coordinated recruitment activities including CV screening, interview scheduling, and onboarding documentation
• Prepared payroll inputs such as leave records, attendance tracking, and employee movement reports
• Generated HR reports and maintained data for management review and decision-making
• Acted as the main point of contact for employee concerns, ensuring proper handling of HR-related issues
• Coordinated with PRO and external stakeholders for employee documentation and compliance requirements

• Managed full-cycle HR documentation for 100+ multicultural employees — contracts, onboarding packs, personnel
files, and exit documentation — ensuring legal compliance.
• Maintained confidential records per Qatar Labour Law and WPS requirements; prepared monthly payroll
documentation and management HR reports.
• Coordinated recruitment workflows include candidate screening, interview scheduling, and new hire onboarding;
assisted with visa processing and RP renewals (MADLSA/Hukoomi).
• Served as central liaison between HR, senior management, department heads, and external government relations
offices for all HR and administrative matters.

• Supervised daily call center operations including team scheduling and performance monitoring
• Managed escalations and resolved customer issues efficiently while maintaining service standards
• Maintained accurate operational records and supported reporting requirements
• Coached team members to improve performance and service quality

• Supervised daily call centre operations and team scheduling in a high-volume environment, maintaining consistent
service quality and SLA adherence.
• Resolved escalated customer complaints; managed confidential records and administrative reporting requirements.

• Led 15+ agents processing US healthcare transactions — benefits enquiries, eligibility verification, claims, and prior
authorization — consistently achieving SLA and quality KPIs.
• Conducted call audits, tracked KPIs, facilitated coaching, and delivered new hire onboarding covering HIPAA
compliance and claims handling procedures.