Nabila Osman

Healthcare management and international patient services professional with 15+ years' experience across NHS, private healthcare, international patient management, healthcare administration and laboratory services, including more than six years supporting international students and patients. Experienced in international patient pathways, private healthcare operations, stakeholder management, financial authorisation, embassy and third-party sponsor liaison, service improvement and team supervision

SERVICE MANAGER – CLINICAL GENETICS AND GENOMICS LABORATORY (CGGL) - Royal Brompton and Harefield Hospitals - London

(2024-12 - 2026-01)

• Manage and monitor service throughput, activity and performance across Clinical Genetics and Genomics Laboratory procedures.
• Liaise with referring clinicians, Clinical Geneticists, Genetic Counsellors and other stakeholders to support effective service delivery and communication.
• Monitor and manage departmental communications, ensuring enquiries and operational matters are addressed promptly.
• Analyse activity and sample-processing data to support performance monitoring, service planning and decision-making.
• Monitor monthly income and expenditure, investigate variances and contribute to annual budget-setting and identification of cost pressures.
• Prepare and contribute to business plans, capital bids, tender documentation and service development initiatives.
• Review and perform costings for the diagnostic test repertoire, supporting financial and operational decision-making.
• Assist the Quality Manager with maintaining UKAS requirements and supporting quality and compliance activities.
• Support staff recruitment, training and the implementation of new administrative procedures.
• Communicate complex operational, scientific and service-related information to consultants and staff across different professional groups.
• Contribute to research and development activity and maintain an understanding of clinical genetics from scientific, operational and commercial perspectives.
• Engage with the Trust charity to support fundraising and development initiatives.

INTERNATIONAL ADVOCATE – PRIVATE PATIENTS - Imperial Private Healthcare, Imperial College Healthcare NHS Trust

(2024-05 - 2024-12)

• Provided high-quality advocacy and pathway coordination for international private patients, particularly Arabic-speaking patients, throughout outpatient appointments, admissions and diagnostic investigations.
• Coordinated complex patient journeys using Epic, working closely with consultants, medical secretaries, clinical teams and other healthcare professionals.
• Acted as a central point of contact for patients, embassies and third-party sponsors, resolving sensitive and complex queries and escalating issues appropriately.
• Developed and maintained strong working relationships with Middle Eastern embassies and international sponsors, delivering a high standard of customer service.
• Managed Letters of Guarantee and financial documentation to ensure appropriate funding authorisation was in place before treatment.
• Worked closely with GPs, billing teams and other departments to obtain missing financial authorisations, including urgent requests relating to unplanned or non-elective care.
• Liaised with Embassies and Billing teams to maintain accounts in credit and arrange additional funding where required.

INTERNATIONAL RELATIONS ASSISTANT MANAGER - King Edward VII's Hospital

(2022-05 - 2023-11)

• Supported the development and management of the hospital's international business, leading initiatives across international patient services and relationship development.
• Engaged with international medical offices to develop new partnerships and maintain existing relationships.
• Supported the development of self-funded and medical tourism service offerings.
• Maintained strong relationships between referring embassies, treating consultants and overseas patients, ensuring culturally sensitive and patient-centred communication.
• Supervised the Letters of Guarantee Coordinator team and supported delivery of departmental objectives.
• Managed day-to-day team operations, workforce cover and service continuity.
• Supported staff performance management, training, regular audit and adherence to organisational policies and procedures.

GLOBAL PATIENT SERVICES COORDINATOR - Cleveland Clinic London

(2021-12 - 2022-04)

• Coordinated international private patient pathways from appointments and diagnostics through to admissions and ongoing treatment.
• Provided patient advocacy and support, with particular experience supporting Arabic-speaking patients.
• Used Epic to coordinate appointments, patient information and treatment pathways.
• Liaised with consultants, medical secretaries, clinical teams, embassies and third-party sponsors to facilitate timely patient care.
• Managed Letters of Guarantee, funding authorisations and financial documentation to support international patient treatment.
• Worked with billing and Global Patient Services teams to resolve funding issues and obtain missing authorisations.
• Maintained strong relationships with Middle Eastern embassies and international sponsors and escalated sensitive issues appropriately.

ACADEMIC AND HEALTHCARE STUDENT ADVISOR / TEAM LEADER - Saudi Arabia Cultural Bureau - London

(2013-03 - 2019-04)

• Advised international students on academic programmes, university requirements, policies, procedures and progression.
• Supported students with UK healthcare systems, medical bills, health insurance claims and healthcare-related administration.
• Reviewed and discussed medical bills and supported students with insurance documentation and claims processes.
• Liaised with universities, academic departments and administrative teams to resolve student issues and support academic progression.
• Led day-to-day team activities, delegated tasks, set deadlines and monitored performance.
• Trained team members and supported development of the skills required to achieve service objectives.
• Prepared and guided international students through further education admission processes.
• Provided clear advice on healthcare services, insurance coverage and associated administrative requirements.

Associate Practitioner / Medical Laboratory Assistant - Charing Cross Hospital

(2011-08 - 2013-03)

• Supported Biomedical Scientists and Healthcare Scientists within Haematology, Virology, Immunology and Pathology services.
• Performed specimen processing, data entry, test requesting, sample tracking and laboratory administration.
• Operated and maintained automated laboratory analysers and performed quality control procedures.
• Supported audits, accreditation requirements, equipment maintenance, infection control and health and safety procedures.
• Trained and supported less experienced laboratory staff and worked effectively across multidisciplinary teams.
• Used NHS information systems and laboratory systems to manage patient information and laboratory requests.

Medical Laboratory Assistant - Guy's and St Thomas' Hospital

(2009-03 - 2010-12)

• Supported Biomedical Scientists and Healthcare Scientists within Haematology, Virology, Immunology and Pathology services.
• Performed specimen processing, data entry, test requesting, sample tracking and laboratory administration.
• Operated and maintained automated laboratory analysers and performed quality control procedures.
• Supported audits, accreditation requirements, equipment maintenance, infection control and health and safety procedures.
• Trained and supported less experienced laboratory staff and worked effectively across multidisciplinary teams.
• Used NHS information systems and laboratory systems to manage patient information and laboratory requests.

Medical Laboratory Assistant - Royal Free Hospital

(2006-11 - 2009-01)

• Supported Biomedical Scientists and Healthcare Scientists within Haematology, Virology, Immunology and Pathology services.
• Performed specimen processing, data entry, test requesting, sample tracking and laboratory administration.
• Operated and maintained automated laboratory analysers and performed quality control procedures.
• Supported audits, accreditation requirements, equipment maintenance, infection control and health and safety procedures.
• Trained and supported less experienced laboratory staff and worked effectively across multidisciplinary teams.
• Used NHS information systems and laboratory systems to manage patient information and laboratory requests.

MSc - Leadership and Management in Health - Kingston University (2026)

BSc - Biomedical Sciences - Kingston University (2007)

A Levels - Arabic, Mathematics and Chemistry - Hammersmith & West London College

GNVQ - Intermediate Sciences - Hammersmith & West London College