Work Type
Full timeLocation preference
On-siteLocation: Dubai, UAE
Open to relocation: Yes
Hazel Anthony Mathias
Team Lead
Dubai,UAE
Work preference
Summary
Healthcare Team Leader experienced in improving productivity and profitability through structured supervision and process-focused management. Enhanced revenue cycle accuracy by overseeing billing and front-office operations while leading high-performance teams to exceed objectives. Demonstrated expertise in streamlining billing processes and delivering exceptional results through strong organisational skills and attention to detail.
Overview
5
5
Languages
1
1
Certification
2
2
years of post-secondary education
13
13
years of professional experience
Work history
Team Lead - Medical & Billing Coordinators
Clemenceau Medical Center Hospital
Dubai, UAE
07 2025 - 2026
- Lead and mentor a multidisciplinary team of Medical Coordinators, Front Office receptionists, and Billing officers, ensuring high operational standards and cohesive workflow execution.
- Oversee the end-to-end patient journey, driving efficiency from front-desk registration and medical coordination to final billing and discharge.
- Provided comprehensive onboarding training to reduce the learning curve for new hires.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Serve as the primary escalation point for complex patient grievances, insurance discrepancies, and scheduling conflicts, resolving issues with diplomacy and speed.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Supervise the medical billing and insurance verification cycles, minimising claim rejection rates and accelerating revenue turnaround times.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Promoted professionalism among staff to develop productive relationships.
- Analyse daily financial and administrative reports, tracking billing accuracy, registration volumes, and coordinator response times to present to senior leadership.
- Analyse daily financial and administrative reports, tracking billing accuracy, registration volumes, and coordinator response times to present to senior leadership.
- Successfully reduced billing and documentation errors by implementing strict verification protocols and continuous staff training.
- Significantly improved patient wait times by restructuring the front-office registration workflow and optimising check-in bottlenecks.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
Operation Theatre & Surgical Coordinator
Emirates Specialty Hospital DHCC
DUBAI, UAE
2025.03 - 2025.07
- Optimised daily schedules for 4 operating rooms, 1 recovery room, Labour & Delivery, and Endoscopy units, enhancing room utilisation and reducing downtime.
- Resolved urgent scheduling conflicts and coordinated immediate resource realignments for emergency Labour & Delivery or surgical cases.
- Acted as the central communications anchor between surgeons, anaesthesia teams, nursing staff, and patients during case transitions.
- Enforced strict adherence to healthcare regulatory standards, safety protocols, and patient privacy laws across all managed units.
- Supervised medical supply inventory, tracking stock levels and ordering equipment to ensure availability during critical procedures.
- Maintained live procedure boards and data logs, providing accurate daily efficiency and case reports for hospital leadership.
Medical Coordinator & Billing Executive
Clemenceau Medical Center Hsopital
Dubai , UAE
2023.08 - 2025.01
- Ensured accuracy in billing procedures, minimising errors and disputes.
- Verified insurance coverage details before initiating billing procedures.
- Streamlined billing procedures for greater organisational efficiency.
- Addressed and resolved billing issues with urgency to maintain client satisfaction.
- Verified insurance details promptly to avoid billing complications later on.
- Facilitated smooth operation of the medical centre, ensuring seamless patient experience.
- Streamlined processes to enhance patient satisfaction.
- Coordinated medical appointments for improved patient care.
- Improved administrative procedures by implementing efficient record-keeping systems.
- Facilitated inter-departmental coordination, improving overall hospital functioning.
- Handled complaints in a professional manner; enhanced customer service quality.
- Verified insurance details promptly to avoid billing complications later on..
- Expedited patient needs by liaising closely with healthcare providers.
Customer Service Executive
Al Zahra Hospital Dubai
Dubai, UAE
2018.12 - 2023.05
- Compiled and tracked performance data using a quality monitoring system, monitored customer care email responses, and participated in customer and client listening programs to identify needs and expectations.
- Delivered constructive feedback to team leaders and managers during regular meetings. Reported on available resources, budget, and project status to project sponsors and stakeholders. Understood priorities, scope, timeline, goals, and key landmarks. Maintained customer focus and demonstrated leadership to drive consensus and project related decisions. Handled client expectations appropriately with the ability to run through ambitious situations with a positive outcome.
- Coordinated with Unit In-Charges and Customer Service Managers on Outpatient experience initiatives, and participated in initial operational end surveys and system observations for new initiatives from a data collection perspective.
- Completed tasks accurately and on time, aligning with specifications and quality requirements of stakeholders, while improving operational systems and processes to enhance management reporting and organisational planning.
Service Excellence Executive
NMC Royal Hospital
Abu Dhabi, UAE
2016.01 - 2018.10
- Interacted directly with customers, converting prospective and critical customers into satisfied clients while preparing MIS reports to track customer engagement. Prepared various team documents.
- Communicated insights and plans to cross-functional team members, addressing issues and risks through clear communication and deployment of risk mitigation strategies.
- Identified resource needs, managed time allocation, and ensured team accountability to deadlines while conducting meetings and presentations with business stakeholders to discuss requirements and document outcomes.
Night Shift Supervisor
Surya Mother & Child Care Hospital
Mumbai, India
2014.03 - 2015.12
- Achieved shift production targets, monitored process variance, and troubleshot issues to smooth daily production, maintain safe practices, and create an odourless and pollution-free environment while adhering to standard operating procedures.
- Directed execution of operating policies to align with company objectives, providing technical direction to enhance operational efficiency.
- Managed cash counters, ensured merchandise availability, and controlled inventories while maintaining high visual merchandising standards and regularly updating store appearance. Completed patient documentation promptly and implemented standard operating procedures.
Education
MBA - Healthcare & Operations Management
National Institute of Business Management
2018.01 - 2020.01
Skills
Patient journey management
KPI and performance evaluation
Escalated complaint resolution
Operational planning and oversight
Resource allocation and improvement
Task delegation and retention
Personnel training and mentoring
Client support and relationship management
Strategic communication and thinking
Microsoft Excel proficiency
Certification
Certification Course in Operations Management from JainX deemed to be University& National Skill India Mission | Dec 2020-Feb 2021, Certification course in Interpersonal Skills & Personality Development workshop from Dr. C R Shetty Centre for Simulation & Interacting Learning.
Languages
English ( Fluent )
Hindi ( Proficient )
Marathi ( Proficient )
Konkani ( Native )
Arabic ( Basic )
Accomplishments
Smile Queen , 2017
Appreciation Certificate , 2022
Employee of the month , May 2024
Timeline
Operation Theatre & Surgical Coordinator
Emirates Specialty Hospital DHCC
2025.03 - 2025.07
Medical Coordinator & Billing Executive
Clemenceau Medical Center Hsopital
2023.08 - 2025.01
Customer Service Executive
Al Zahra Hospital Dubai
2018.12 - 2023.05
MBA - Healthcare & Operations Management
National Institute of Business Management
2018.01 - 2020.01
Service Excellence Executive
NMC Royal Hospital
2016.01 - 2018.10
Night Shift Supervisor
Surya Mother & Child Care Hospital
2014.03 - 2015.12
Team Lead - Medical & Billing Coordinators
Clemenceau Medical Center Hospital
07 2025 - 2026