Talal Salman

Directed all aspects of customer service operations including VIP patient handling, hotline management, and staff coordination. Served as Duty Manager ensuring smooth daily workflow, fast issue resolution, and executive-level communication across departments.

• Supervised VIP and executive patient relations, ensuring personalized and discreet service.
• Managed hospital hotline, handling urgent inquiries and service escalations.
• Acted as Duty Manager, overseeing real-time operational decisions across departments.
• Trained new staff in service protocols, communication, and complaint handling.
• Resolved patient complaints professionally while maintaining hospital reputation.
• Maintained direct communication and coordination with the CMO, COO, CNO, and CEM.
• Recognized for maintaining high patient satisfaction and leading successful complaint resolution cases with minimal escalation.

• Led the hospital-wide transition from paper-based records to electronic health information systems (HMIS & Premcare).
• Enforced MOH and legal requirements governing confidentiality and data protection across all patient records and documentation systems.
• Ensured full compliance with Ministry of Health (MOH) and legal standards in medical record documentation.
• Secured and managed sensitive patient data, including deceased and legal case files.
• Coordinated with clinical departments to ensure accuracy and timeliness of documentation.
• Trained HIM staff on digital documentation protocols, filing systems, and confidentiality procedures.
• Implemented quality control measures to enhance data integrity and support accreditation requirements.
• Supervised a team of record technicians and ensured alignment with health data standards.