Riwaida Ali

• Lead and manage all aspects of international patient services, ensuring seamless care
coordination across departments, including intake, appointment scheduling, medical record
management, and follow-up care.
• Serve as the primary liaison for international patients, medical teams, and key stakeholders,
ensuring clear communication and efficient operations.
• Oversee patient logistics, including travel arrangements, visa processing, and addressing cultural
considerations, ensuring a smooth transition from arrival to discharge.
• Coordinate with global healthcare institutions and embassies to facilitate international patient
referrals and treatment planning.
• Collaborate with internal teams (Clinical, legal, marketing, compliance, procurement) to ensure
regulatory compliance, streamline procurement processes, and enhance operational efficiency,
resulting in improved patient satisfaction.
• Manage procurement processes related to international office logistics, ensuring cost-effective
solutions for travel, accommodations, and medical supplies.
• Maintains awareness of the international market and the competition.
• Contribute to high-level presentations and reports, communicating key updates and
developments related to international patient care.
• Improve customer relations through proactive issue resolution, enhancing the patients
experience and satisfaction.
• Identify opportunities for process improvement and implement changes that result in better
service delivery and operational performance.

• Managed daily office operations, supporting administrative functions and ensuring smooth
service delivery for international patients.
• Provide and secure necessary documentation to support international needs daily including
collecting insurance information and medical documents to support international patients
requests to travel to Sidra Medicine
• Ensure that patients and referring physicians are provided with timely reports.

• Directed daily operations of the CEOs office, ensuring efficiency and productivity
• Assisted the CEO in project planning, recruitment, and event coordination
• Prepared detailed reports, non-routine correspondence, and presentation materials
• Organized high-level meetings, conferences, and special events
• Ensured confidentiality and compliance with corporate policies in managing sensitive
information
• Handled sensitive information with discretion, maintaining confidentiality of company
documents and personnel records.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for
all participants.

• Responsible for coordinating initial patient intake, appointment scheduling, and ensuring all logistical
elements are in place for international patients visits.
• Ensure all outstanding patients are contacted and the appropriate documentation is sent in
accordance with the patients communication preferences.
• Liaise with insurance providers and other third-party payers to complete verification of information
provided and resolve any payment or guarantor issues.
• Communicate effectively with other relevant departments to deliver a seamless patient journey in all
cases.
• Provide self-pay estimates and quotations.
• Expedite and coordinate all aspects of healthcare visits throughout Sidra Medicine for designated
patients and their families, offering individualized service.
• Facilitate communication for patients and their families, acting as a liaison with Professional
Physicians, Scientist Staff, Patient Experience Team, Patient Support Services, and Global Patient
Services Leadership to resolve patient issues.
• Liaise with patients and their families to organize relevant support services, including lodging,
transport, additional security, and bespoke hospitality requests.
• Coordinate and expedite hospital visits, direct admissions to the Acute Admissions Unit (AAU), and
hospital transfers as required.
• Manage communication, appointment coordination, health system navigation, and conflict resolution.
• Coordinate patient services such as scheduling follow-up medical appointments and gathering patient
medical reports, x-rays, etc.
• Assist with document management, communication with global healthcare partners, and supporting
patient concerns.

• Coordinated patient admissions, discharges, and appointment scheduling.
• Maintained effective communication between patients, families, and medical staff.
• Supported medical team operations through accurate documentation and administrative
assistance.

• Coordinated appointments with specialists, optimizing resource allocation and improving
patient satisfaction.
• Establish trust with customers by accurately addressing their concerns and offering appropriate
resolutions based on their needs.
• Scheduled patient appointments, verified referrals, and resolved patient inquiries
• Provided excellent customer service via phone, email, and chat
• Managed high call volumes while providing exceptional customer support and maintaining
professional composure.

• Resolved customer complaints and inquiries through various communication channels
• Provided detailed information on company services and offers
• Maintained accurate records of customer interactions and escalated issues as needed
• Managed high-stress situations effectively, maintaining professionalism under pressure while
resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate
information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the
company alike.