Abdulaziz Yousuf

Senior Healthcare Operations and Patient Experience professional with over 18 years of UAE hospital experience. Expert in supervising front office and call center teams, managing high-volume patient workflows, supporting billing and insurance processes and improving service quality standards. Strong exposure to JCI, ISO and DOH accreditation compliance and operational KPI delivery.

Front Office Operations Executive at Yas Healthcare (2022-01 – Present)

• Register approximately 80 patients daily ensuring accurate HIS data entry and documentation validation
• Support cashiering and billing reconciliation activities
• Verify insurance eligibility and approvals prior to service delivery
• Contribute to reducing patient waiting time through workflow coordination
• Handle patient complaints and maintain service satisfaction
• Coordinate with clinical, finance and administration teams

Customer Service Manager at LLH Hospital (2008-01 – 2021-12)

• Led and supervised 50+ front office and call center employees across shifts
• Managed departmental operations serving approximately 1000 patients daily
• Handled VIP patients and complex escalation cases
• Prepared operational KPI and performance reports for senior management
• Improved complaint management processes and patient flow
• Participated in JCI / ISO / DOH accreditation audit meetings
• Trained and onboarded more than 20 new staff members
• Coordinated billing discrepancy resolution with finance teams

Patient Access & Call Center Supervisor at Health Shield

• Supervised scheduling workflow and team allocation
• Conducted daily briefings and performance monitoring
• Reviewed insurance discrepancies and reporting

Call Center Representative at Etisalat

• Handled more than 700 calls daily achieving service KPIs

Diploma in Hospital Management

Certificate in High School