Mahmoud Khola
Branch Manager, Out-patient Clinics Operation Manager, Patient Experience Manager and Innovation Manager
Dubai
Summary
Accomplished healthcare management professional with 18+ years of experience driving operational improvements. Proficient in industry best practices, with demonstrated success in coordinating team and financial activities. Known for strategic business planning and hands-on leadership in resolving daily challenges and improving service delivery through analytical problem-solving and effective integration of modern digital tools.
Overview
18
18
years of professional experience
2008
2008
years of post-secondary education
Work History
Branch Manager
EHG-Emirates Day Surgery Center LLC
Abu Dhabi
04.2025 - Current
- Company Overview: Dynamic healthcare leader overseeing the full operational, financial, and clinical performance of a multi-specialty day surgery center. Ensuring compliance, profitability, and patient satisfaction in alignment with DOH regulations.
- Directed daily operations, clinical coordination, and strategic planning across multiple specialties.
- Conducted in-depth data analysis on service line performance, physician contribution, and patient trends.
- Designed and implemented a tailored recovery and growth plan, improving revenue flow and resource allocation.
- Collaborated with cross-functional teams (HR, finance, medical) to optimize budget use and operational efficiency.
- Supervise the activities of 32 doctors across all specialties and a total of 110 other clinical and non-clinical staff.
- Monitor revenue cycle performance and implement strategies to maximize profitability.
- Ensure full compliance with DOH standards and clinical accreditation requirements.
- Oversee operating theater utilization, staff scheduling, and patient flow optimization.
- Drive patient satisfaction initiatives and manage service quality standards.
- Initiate partnerships and service expansions to enhance the day surgery center offerings.
- Dynamic healthcare leader overseeing the full operational, financial, and clinical performance of a multi-specialty day surgery center. Ensuring compliance, profitability, and patient satisfaction in alignment with DOH regulations.
Out-patient Clinic Manager
Emirates Hospitals Group-Emirates Specialty Hospital
Dubai
10.2020 - 04.2025
- Responsible on a total number of 50 front desk executives.
- Planning monthly schedules of staff and OPD clinics coverage.
- Planning over 70 doctors schedule, clinic capacity matrix and efficiency.
- Prepare and analyze weekly/monthly reports to management about clinic operations and revenue.
- Suggest new initiatives and ideas to increase the clinics income and revenue.
- Work on processes to improve doctor's and patient experience.
- Applying all the required policies and procedures according to qualify and match the JCI standards and regulations.
- Engaged in management decision to meet the organization operation target, quality and risk plan requirements.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Cultivated interpersonal skills by building positive relationships with others.
- Established team priorities, maintained schedules and monitored performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maximized performance by monitoring daily activities and mentoring team members.
General Manager
Cosmo Secrets Medical Centre
Dubai
09.2019 - 04.2020
- Managed approximately 30 admin staff and 23 medical staff.
- Developed systems and procedures to improve operational quality and team efficiency.
- 4-6% Increased profit by streamlining operations.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms (resulting in 2-3% cutting cost).
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and leadership.
- Plan daily, weekly and monthly meetings to work on assignments that needs to be done and follow-up with the concerned staff member.
- Plan and manage the clinic's budget and approve payroll.
- Evaluates pay increases in accordance with proper execution of clinic practices and meritorious service to the clinic.
- Monitors quality assurance programs and mock drills concerned with the safety and other quality control initiatives.
- Developing and implementing growth strategies with the CEO.
- Introduced new methods, practices, and systems to reduce turnaround time.
OPD & Front Office - Assistant Manager
Emirates Hospitals Group- Emirates Hospital Jumeirah
Dubai
10.2007 - 09.2019
- Demonstrated leadership skills in managing projects from concept to completion, work with doctors, medical director and hospital director to establish goals.
- Set the department KPIs, and follow-up on any findings that needs improvement.
- Gained extensive knowledge in data entry, analysis and reporting.
- Gained strong leadership skills by managing projects from start to finish.
- Participated in team projects (training material for newly joined staff).
- Demonstrating an ability to work collaboratively and effectively with all the team.
- Records and distribute all required reports for the Outpatient Department, Doctor’s schedule analysis, and over all department’s efficiency.
- Improve staff communication skills with patient interactions through patient satisfaction tools.
- Direct and evaluate the front office workforce in terms of overall staffing and scheduling, with the coordination of HR department.
- Supervision of patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing.
- Excellent communication skills to all staff (ex: new joining doctor’s announcement, marketing campaigns, etc.).
- Actively contribute to service development and service re-design initiatives which facilitate improved processes and workflow efficiency.
- Engage in collaborative management decision making to meet the organization operational, quality and risk plan requirements.
- Serve as member of Patient Affairs Unit and assist the Patient Affairs Director for all projects related to increase patient satisfaction level.
- Carry out any other projects / duties as directed by Director and/or Manager of Patient Affairs.
- Applying all the required policies and procedures according to qualify and match the JCI standards and regulations.
- Identified issues, analyzed information and provided solutions to problems.
Business Development Manager - (Part Time)
Al Manara Installation Services L.L.C
Dubai
08.2012 - 01.2013
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Negotiated and closed long-term agreements with new clients in assigned territory (Implemented progressive discount agreements which increased future projects by 30%).
- Develop and maintain Sales Territory Plan and ensure achievement of Company sales Targets and profitability.
- Implemented systems and procedures increased the sales by 10% (e.g. partnership with companies operating in parallel or complementary fields).
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Prepared sales presentations for clients showing success and credibility of products.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Education
Bachelor of Science - ECONOMICS IN BANKING AND INSURANCE
DAMASCUS UNIVERSITY
Damascus-Syria09.2006
Skills
- Project execution management
- Strategic revenue planning
- Strategic development
- Finance and accounting oversight
- Effective team leadership
- Operations management
- Analytical problem-solving
- E-commerce planning
- KPI assessment and reporting
- Data-driven business analysis
- Relationship building and management
Accomplishments
Inpatient Operations
- Launched and standardized the patient orientation program, room service system (with monthly reporting), and pre-op instructions across all inpatient units.
- Designed and implemented a complaint management system and the DOH-accreditation-compliant “Speak Up” initiative to boost patient engagement and transparency.
- Developed and rolled out the Patient Handbook in both hard and digital formats via QR code and SMS, enhancing patient education and accessibility.
- Improved early discharge workflow and physician documentation, contributing to smoother transitions and improved bed utilization.
- Initiated the floor rebranding project and finalized agreements for pre- and post-delivery fitness programs, yielding a projected 40% return on fees.
- Introduced SPA service proposal and newborn photo-shoot offering to enhance patient experience and monetization opportunities.
- Overhauled clinic-based injection/infusion process, integrating treatment planning and scheduling workflows.
- Launched electronic dashboard for call center requests, improving clinic responsiveness and reducing turnaround time for patient queries.
- Initiated the Proactive Test Result Management System to reduce follow-up delays, now in advanced IT configuration.
- Streamlined ED-radiology communication and improved turnaround for insurance approvals based on clinical urgency.
- Conducted targeted ED patient experience surveys to drive continuous improvement initiatives.
- Developed and launched coaching programs across nursing, admin, and medical staff to enhance communication and service attitude.
- Spearheaded the Compassion Video project (approved and in production) to align with EHG branding and values.
- Initiated design and functional planning for an Executive Dashboard to monitor real-time KPIs and operational efficiency.
- Proposed a centralized insurance clearance coordination model to improve admission flow and patient financial transparency.
- Achieved a 4.3 Google rating with over 900+ reviews via targeted experience and engagement improvements.
- Introduced new induction handbook for overseas hires and improved physical signage and aesthetic branding at facility entrances.
- Piloted the Homecare Program, executive health check-up service, and corporate rate initiatives with multiple external partners.
Timeline
Branch Manager
EHG-Emirates Day Surgery Center LLC
04.2025 - Current
Out-patient Clinic Manager
Emirates Hospitals Group-Emirates Specialty Hospital
10.2020 - 04.2025
General Manager
Cosmo Secrets Medical Centre
09.2019 - 04.2020
Business Development Manager - (Part Time)
Al Manara Installation Services L.L.C
08.2012 - 01.2013
OPD & Front Office - Assistant Manager
Emirates Hospitals Group- Emirates Hospital Jumeirah
10.2007 - 09.2019
Bachelor of Science - ECONOMICS IN BANKING AND INSURANCE
DAMASCUS UNIVERSITY
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