HIS
Nabil Louati - نبيل اللواتي
Healthcare Administrations & Project Management
Kuwait,Kuwait
Summary
Resourceful multi-skilled senior healthcare administrations professional with over 15+ management experience as a leader, mentor, and team player with a superb track record of managing complex functional projects. Career qualified in Healthcare Operations Strategic Planning, Revenue Cycle, Patient Access Services, Patient Experience, Contact Centers, and CRM. Technically expert in implementing customer centric driven projects; Developing policies, procedures, and efficient customer pathways; Possessing niche analytical skills, abilities to detect operational roadblocks and formulating solutions to most complex gaps with a design thinking approach.
Seeking a senior level managerial position in operations/strategic planning/project management to bring forth innovative ideas and superior management methodologies.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
Corporate Operations Division - Project Manager
Dhaman Health Assurances Hospital Company
Kuwait City
10.2019 - Current
- Spearheaded projects and programs aimed to support company's strategic objective of attaining operational process efficiency, expanding scope of service, and introducing new products and activities.
- Member of commissioning team from design stage to construction, assessing needs, planning, prioritizing, purchasing, training staff, and monitoring, to get best outcome for 2 hospitals and 12 PHCs.
- Achieved company's strategy to serve areas with high population, and facilitate access to healthcare services, by being key player in establishing and inaugurating 5 Primary Healthcare Centers (PHCs).
- Gathered project requirements; Developed project plans and managed project scope, costs, scheduled phases, and monitored performance from conceptualization to implementation and maintenances and successfully timely delivered projects such as: HIS implementation, Radiology; Chronic Diseases; Contact Center; Patient Access; Home Care, Virtual Consultations, Referral Program, Triage, PCR, etc...
- Conducted stress tests events to evaluate operational process efficiency and readiness; Highlighted operational gaps & bottle necks; Lead corrective action plans; Enhanced patient experience by redesigning patient pathways through lean process mapping and incorporating automation across various touch points.
- Reviewed and analyzed quality & financial reports; Identified areas needing improvement, reducing risks, eliminating hazards, stopping financial leakages and highlighted revenue generating opportunities.
- Reviewed, updated, and developed policies and procedures while maintaining compliance with international standards, and local regulation.
Operations – Patient Access Services Manager
Wara Hospital
Kuwait
12.2017 - 10.2019
- Defined and administered patient access department strategy, functions, policies, procedures, compliance assurance for patient scheduling, registration, financial clearance, and insurance verification.
- Devised patient flow for patients' journey (outpatient, admissions, transfers, and discharges) to ensure superior patient experience, and resolve patient flow issues as they arise.
- Planned and oversaw design and construction of front office desks and waiting areas to ensure welcoming first impression and conveniently accommodating for all required tools, equipment and materials.
- Established 24/7 multi-communication channel Contact Center to hand all enquires, appointments, follow-ups, feedback, link payments, and more…with quality assurance capabilities.
- Identified and captured metric measurements to monitor all touch points and activities; Analyzed data and trends to identify areas of improvement in order to increase efficiency, decrease wait times and streamline patient flow.
- Instituted a helping culture & staff empowerment through the delivering of continuous in-house training programs derived from real case studies and performance evaluations.
- Stayed updated on regulatory and compliance requirements and ensured staff members stay informed.
- Coordinated with physicians and other staff members to ensure that patients' needs are met throughout their visit and stay.
Strategic Planning – Decision Support Analyst
Queensway Carleton Hospital
Ottawa
12.2014 - 12.2017
- Provided strategic analytical support to multiple departments within organization; Performed data analysis and provided business intelligence, strategic recommendations to support Executive Director, Clinical, Program and Office Managers.
- Established protocols and systems integration to provide relevant, accurate and timely data measurements, to ensure integrity and quality of all data gathered.
- Participated in system changes, data query enhancements to support end user requirements and ensured compliance with system-wide processes and data standards.
- Took part in establishing quick high-level visibility CEO dashboard that is dynamically tracking data and trends and provide window to daily operations.
Patient Access Services Manager
Taiba Hospital
Kuwait
05.2009 - 09.2014
- Defined scope of service and established centralized Patient Access Service department to serve as one stop shop as per hospital's short- and long-term objectives to improve patient experience.
- Administering through best practices and continuous improvement initiatives coherent seamless process for all department functions and activities without sacrifice of delivering high standards of patient centric service.
- Developed digitalized complaint/feedback management process and methodology, provide appropriate solutions and alternatives within appropriate timeframes.
- Established a 24/7 modern inbound/outbound Contact Centre that is aligned with the hospitals short-term & long-term strategic plan handling on average 2000+ calls per day.
- Continuously maintained and improved department operations by keeping abreast with latest technology and automation to improvement process functions and activities.
- Successfully transformed Contact Center from cost center to revenue generating center to boost clinical generated revenues.
- Improved department efficiency and manpower requirement by developing and updating policies, procedures, KPI's, and flow-charts to provide clear roadmap and streamline internal processes.
- Established continuing education programs structured to incorporate departments expectations and other department compliance requirements to ensure staff members stay updated and informed.
- Founded dynamic information library made accessible to all staff to provide them with readily accurate and updated information so they may answer all enquiries and refresh forgotten archaic information.
CRM - Contact Center Manager
Al-Sayer Group
Kuwait
02.2007 - 05.2009
- Managed daily operation and sales functions of department to maximize revenue, customer satisfaction and employee productivity.
- Worked closely with IT to ensure data gathered thorough all input channels is well-structured, accurate, and on timely matter.
- Analyzed data segments, identified customers behaviors, and worked closely with business development and marketing team to develop tailored products, revenue generating activities, and marketing campaigns.
- Partnered up with different stakeholders to cross sell products and services more effectively; assist sales staff to close deals faster and find new ways to generate revenues.
- Managed department call volume of 3000 inbound and outbound calls per day and coordinated department schedules to maximize coverage during peak hours.
- Continuously identified training needs, and mentored team members to promote productivity and commitment to friendly service.
- Improved customer service quality and performance by evaluating and modifying existing work policies and procedures; Identified and established KPI's in accordance with overall strategic objectives; Monitored and analyzed results.
- Handled complaints, provided appropriate solutions; Created activities and engagements to enhance customer experience, knowledge and support.
Education
Bachelor of Economics - Financial Economics
Carleton University
Ottawa, Ontario, Canada 09.1999 - 05.2004
Skills
Hospitals & PHC Operations Management
Additional Information
- Touchpoints superior experience through automation, digitization and innovation.
- Process Implementation, Improvement & Controls
- Insurance claims verification & pre-approval, billing, upfront deductibles & collection
- Complaints - taxonomy and process management.
- Patient satisfaction & retention embedding organizational patient experience culture, support, and cultivation of customers' loyalty.
- System integrations (HIS, Queuing, ERP, IVR, email, live chat, social media…etc.)
- Dashboards, reports & KPI's.
- Contact centers Communication channels, Cost Centers to Profit Centers transformation.
- CRM Data capturing, channels, data integrity & query.
- Segmentation, customer behavior & value, and value targeted marketing .
- Revenue generating programs and targeted marketing campaigns.
Certification
Project Management Professional PMP
Software
Spss
Visio
Microsoft Office Suit
Timeline
Corporate Operations Division - Project Manager
Dhaman Health Assurances Hospital Company
10.2019 - Current
Operations – Patient Access Services Manager
Wara Hospital
12.2017 - 10.2019
Strategic Planning – Decision Support Analyst
Queensway Carleton Hospital
12.2014 - 12.2017
Patient Access Services Manager
Taiba Hospital
05.2009 - 09.2014
CRM - Contact Center Manager
Al-Sayer Group
02.2007 - 05.2009
Bachelor of Economics - Financial Economics
Carleton University
09.1999 - 05.2004
Project Management Professional PMP
Healthcare Operations & Patient Flow Management
Design Thinking and Agile Creativity
Lean Six Sigma Black Belt
Lean Six Sigma Green Belt
Lead to Manage Certification
CRM
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