ANASS MOUTKI
DUBAI
Summary
Dedicated hardworking healthcare professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Senior Operations Manager
Valiant Clinic & Hospital
02.2022 - Current
- Administers day-to-day activities of the facility operations in accordance with established Hospital policies to provide high quality healthcare services
- Assisting in the establishment\implementation of goals, objectives, policies, procedures and systems for all operational areas of the hospital
- Assisting in the development and implementation of long-range plans
- Conducts and coordinates the departmental orientation and training of all new and existing staff on proper functions of the practice management system and other computer applications, understanding and enrollment process of special programs, standardized center processes, policies and procedures and work instructions
- Completes credentialing for multiple providers with all healthcare insurers and other payers timely and accurately
- Keeps COO fully informed of all issues or unusual matters of significance and takes prompt corrective action, where necessary, or suggests alternative courses of action to address issues and improve systems.
Clinic Operations Manager
MEDICLINIC MIDEAL EAST
06.2018 - 02.2022
- Part of the Management staff selected by MEDICLINIC to lead the transition process between MAF & MEDICLINIC Major Duties and Responsibilities during the Transition Period
- Define business awarded
- Develop a transition timeline for both business and systems
- Communicate customer’s requirements to management
- Document and implement agreed upon procedures
- Manage transition resources, scope, schedule and quality
- Point of contact for Patients, management, Health Authorities
- Facilitate the resolution of open issues and minimize risk
- Communicate project status to transition team, Management
- Successfully close a transition through a service review (Quality Management Review) Current Duties and Responsibilities
- Reviews ongoing performance results to targets and with authorization takes corrective measures to ensure seamless patient care
- Responsible for optimizing budgets utilization and controlling finance coupled with strategic planning, forecasts and allocations and maintaining high service standards & practices and exercising quality control in all areas of the Clinic
- Addresses and responds to common inquiries or complaints from patients, co-workers, regulatory agencies and members of the community
- Maintains a favorable working relationship with other employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency
- Maintains inventory of all office supplies and forms
- Performs other duties and/or special projects as assigned
Administrator Manager
Majid Al Futtaim City Center Clinic IBN Battuta
02.2017 - 01.2018
- Manage the operational activities – patient in through exit, facility management, infection control, emergency preparedness, Referring patients and samples
- Monitor clinical adherence to all the regulatory bodies
- Developing & reviewing the execution of operational tasks for the organization like infrastructure growth, performance reviews, budgeting and accounting
- Propose budget for the facility with appropriate allocation of resources
- Monitoring costs to keep them at an optimum level
- Monitors monthly services statistics, including volume and facilitates strategies for improvement in utilization
- Identifying performance targets and accountabilities for the functional units in the facility
- Reviewing and evaluating performance against the target
Senior Clinic Manager
Medcare Medical Center
03.2013 - 02.2017
- Assisting in the establishment\implementation of goals, objectives, policies, procedures and systems for all operational areas of the clinic
- Assisting in the development and implementation of long-range plans
- Participating in the selection, training and supervision of all clinic staff
- Planning and coordinating daily work assignments and operations
- Evaluating performance, recommending merit increases and disciplinary actions
- Resolving problems, both administrative and operational (including the maintenance of clinic property, computer systems and installed software applications) and ensuring compliance with regulations and standards
- Assisting in the development\implementation of cost effective policies and procedures for all administrative and operational areas
- Ensuring the effective implementation and administration of benefit programs, wage scales, job descriptions, personnel policies and payroll practices
- Serving as a liaison between clinic and Main Hospital
- Working with medical staff to ensure quality patient care and services are provided
- Gathering and reporting data for fiscal, statistical and analysis purposes including roster validation and preventive care bonus
- Maintaining the strictest confidentiality
- Performing other duties as assigned
Customer Service Manager
Medcare Hospital
10.2012 - 01.2013
- Responsible for the day-to-day management of the Relations department
- Collaborate with the Senior Management in establishing, defining and continually improving the hospital's Customer Care Service
- Develops the overall goals and operational plan of the Department
- As such, he/ she provides the necessary guidance to the department heads under Patient Services to ensure that Annual Operational Plans are aligned with the Hospital policy and strategy
- Monitors the overall performance of the Department as defined in its operational plans and validated through set key performance indicators
- Directs and coordinates the overall operations in the department in accordance with the established policies/ procedures and the quality management system of the hospital
- Collaborates with the Quality Improvement Office for the development of policy & procedures and work instructions relevant to the work processes
- Provides direct guidance and managerial support to all supervisors, in-charge, and indirectly, the staff under Relations Department
- Effectively implements problem solving, conflict management, team building, and people development within the Department
- Provides direct assistance/ support in handling complaints and concerns as expressed by the hospital stakeholders- patients and family, doctors, staff
- Assist the supervisors and in-charges in effectively planning the staffing requirements within their organizational units
- Ensures proper and regular communication and coordination within the department
- Represents the department in various management meetings and ensures that all staffs are kept abreast of relevant information
- Responsible for responding to all enquiries regarding patient service
- Develop and maintain Duty Rota for the Relations staff for the effective functioning of the department.
Senior Business Client Services Manager
Crown Health Services LLC
09.2011 - 10.2012
- Meet with clients who call through the office number or referred by doctors and businesses
- Meet with Hospital Directors and CEOs, Medical and Marketing Managers, Key Doctors, Heads of Departments, Health Authorities, and Heads of Businesses, Insurance Companies, and Banks to promote our services and get Referrals
- Proposals, negotiations, and deal closing.
- Build and maintain relationships with clients and accounts.
- Ensure customer satisfaction and increase profitability
- Training and supporting of Client Service Representatives and other Client Service Managers
- Interacting with various departments within the organization to provide input that is used to create sales proposals, improve Projects, and streamline business operations.
- Remain continuously updated on local and regional healthcare news.
- Remain continuously updated on the latest research, innovations, and services that the hospitals in the USA are offering.
- Liaise with the Operations Manager and all Operations and Logistics staff to build a team environment between the two areas and ensure success
- Assisted in designing brochures, website, “leave-behinds” for doctors, etc.
- Assisted in company logo and trademark registration.
- Organizing press conferences, PR events, evening meetings, etc.
- Liaising with advertising company and magazine publishers in order to create advertisements for Arab Health Magazine.
Senior Customer Service Representative
Super Religare Laboratories ( Fortis Healthcare) Dubai Health Care
07.2010 - 08.2011
- Visit physicians and hospitals on a weekly basis to introduce SRL Services
- Coordinating with community laboratories and referrals
- Making cost estimates of operations
- Take and direct telephone calls and provide information requested
Hospitality Executive
Medcare Hospital
10.2008 - 07.2010
- Administration
- Handling in-patient and out-patients operations
- Handling health packages patients
- Duties and responsibilities: Plans, organizes and provides leadership and control all administrative functions Greet and receive patients and their escorts, translator (assisting the doctors in translation during consultations and for the medical reports), take and direct telephone calls and provide information requested, answer patient’s queries regarding services, medical insurance procedures and payment
- Collect and prepare all documents required by the doctors (patient’s files and medical reports), scheduling appointments, make the patients comfortable while they are waiting, prepare and organize the surgery schedules for the doctors and follow up for the insurance approvals, coordination between the main reception and all the rest of departments ( insurance, radiology, physiotherapy, laboratory..)
- Key I.
Education
Bachelor Degree - English
Hassan II University
Morocco Casablanca2006
Diploma of General University Studies ‘DEUG -
Hassan II University
Morocco Casablanca2005
Programmation Degree -
I.S.I.B Institute of Secretary Informatique And Bureautique Casablanca
Morocco Casablanca2004
Baccalaureate - English studies
Al Mcalla High College
Morocco Casablanca2003
Skills
- T Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Microsoft Power Point
- Business Growth Initiatives
- P&L Administration
- Operations Oversight
- Employee Coaching
- Operations Management
- Customer Loyalty
Accomplishments
- Customer Service Excellence : Given by Majid Al Futtaim Leadership Institute
- Quality Certificate : Given by Medcare Quality Department after completing 3 days workshop
- Marketing certificate : Given by Medcare Marketing Department after completing 3 months training in Business Development Department
- Click Training : Given by Kerzner International after completing IT training
Additional Information
- Name :
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Timeline
Senior Operations Manager
Valiant Clinic & Hospital
02.2022 - Current
Clinic Operations Manager
MEDICLINIC MIDEAL EAST
06.2018 - 02.2022
Administrator Manager
Majid Al Futtaim City Center Clinic IBN Battuta
02.2017 - 01.2018
Senior Clinic Manager
Medcare Medical Center
03.2013 - 02.2017
Customer Service Manager
Medcare Hospital
10.2012 - 01.2013
Senior Business Client Services Manager
Crown Health Services LLC
09.2011 - 10.2012
Senior Customer Service Representative
Super Religare Laboratories ( Fortis Healthcare) Dubai Health Care
07.2010 - 08.2011
Hospitality Executive
Medcare Hospital
10.2008 - 07.2010
Bachelor Degree - English
Hassan II University
Diploma of General University Studies ‘DEUG -
Hassan II University
Programmation Degree -
I.S.I.B Institute of Secretary Informatique And Bureautique Casablanca
Baccalaureate - English studies
Al Mcalla High College
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