Sultan Alkatheeri

Work History

Digital Analyst & Project Developer Manager

Saudi German Hospital Dubai

Dubai

05.2023 - Current

Led strategic development and optimization of hospital's workflow systems, establishing partnerships with industry-leading companies like Celebal, Google, Microsoft, and Cognizant.
Organized high-level meetings and coordinated collaborative efforts to design and implement innovative processes, enhancing quality and efficiency of hospital services to unprecedented levels.
Demonstrated visionary thinking by creating and presenting 12 ground-breaking projects utilizing artificial intelligence, particularly in areas of chatbot AI and Power BI.
Devised solutions to strengthen KPI tracking and performance evaluation, leveraging cutting-edge technologies to drive data-driven decision-making and operational excellence.
Showcased expertise in staying at forefront of technological advancements, utilizing forward-thinking to generate and realize innovative project ideas that transformed healthcare industry.

Customer Service Team Leader

Saudi German Hospital Dubai

Dubai

04.2023 - 05.2023

Managing and reporting staff and patient complaints to appropriate departments
Tracing and following up on pending insurance approvals
Coordinating with billing officers for bill cancellation if necessary
Supervising cash transfers and deposits, preparing team rosters
Providing coaching, drafting reports, and suggesting improvements for customer service operations

Patient Access Representative

Sheikh Shakhbout Medical City

Abu Dhabi

05.2021 - 10.2021

Handle 100+ patient interactions per day with an average call duration of 2 minutes 45 seconds, giving detailed, personalized, friendly, and polite service to ensure patient retention and satisfaction
Complete a minimum of 70 physician requests per day
Patient scheduling: Follow-up, E-referrals, Tele-consultation
Perform tasks as assigned on organizational-level and coordinate work between multiple departments
Prepare and present important information to colleagues such as MS Outlook, H.E.A.R.T
Method, suggested improvements on daily basis to assure patient satisfaction
Make recommendations to implement improved processes
Evaluate agents’ performance and manage staﬀ scheduling
Achievements: Along with the primary team, the foundation & a diﬀerentiating brand experience Call Center was built from scratch
Developed and improved patient call handling with up-to-date internal communications, building workﬂows, diagnostic decision trees & script writing.

Customer Service Executive

Emirates NBD

Abu Dhabi

09.2020 - 05.2021

Execute ﬁnancial transactions according to bank policies and procedures
Activate/close accounts including checking, saving, money market, certiﬁcates of deposits; ordered bank supplies, ATM/debit cards
Also provided navigational assistance with online and mobile banking
Respond to customer inquiries, provide information on bank accounts, policies, products, and services
Achievements: Provided the full range of customer service, account management, and ﬁnancial services support
Used the front-line role to increase the Branch’s ﬁgures with eﬀective persuasion skills.

Cadet Pilot

Etihad Airways

Abu Dhabi

01.2020 - 06.2020

Program ended due to the global pandemic of Coronavirus
Follow a pre-set curriculum of in-class & on-the-job training to obtain the knowledge, skills & experience for GCAA & international certification
Participate in execution of basic in-flight activities
Attend mandatory training & classes with additional courses

Health Unit Coordinator

Cleveland Clinic Abu Dhabi

Abu Dhabi

05.2017 - 01.2020

Handle patient’s documentations and requests prior arrival until discharge, act as a liaison between caregivers and patients
Assist in emergent situations, ensured patient safety and satisfaction
Teach and supervise joining caregivers to the unit
Daily rounding with physicians across 36 patients, providing interpreting skills, and assuring safety standards
Prep, scan and review patient records with 99% accuracy
Arrange meetings and present daily handovers and meeting minutes to seniors
Achievements: Proﬁciently steered unit administrative operations to ensure optimal productivity, eﬃciency, and patient servicing
Acquired deeper knowledge in healthcare, medical terminology and process of procedures
Achieved Health Unit Coordinator Excellence, patient experience skills, ﬁre warden and
Cardiopulmonary Resuscitation
ADNOC Gas Processing
Internship - Emirates Transports

Summary

Overview

Work History

Digital Analyst & Project Developer Manager

Customer Service Team Leader

Patient Access Representative

Customer Service Executive

Cadet Pilot

Health Unit Coordinator

Education

Bachelor of Applied Electro-Mechanical Engineering - Mechanical Engineering System Technology

High School Diploma - Engineering Science

Secondary School - Science

Skills

Timeline

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