PROFILE

Experienced, customer oriented with demonstrated operational excellence

& team management capabilities , able to create & implement a CHANGE in
order to maximize customer satisfaction & increase  market shares within a
cost effective profitable business frame.

An   experienced  CustomerCare Manager with a demonstrated history of

working in the Claims , Call Center , Customer  Service  and  insurance
industry.  Health , Travel , Road Side Assistance, Appliance Protection &
Assistance Insurance . Skilled in Customer Experience , Negotiation ,
Operations Management, Analytical Skills, Coaching , and consistently
successful in building win-win relationships with staff,healthcare providers,
customers and business partners. Strong business development, project-
management, team-building, work force management & leadership skills.
Solid network of professional contacts in health insurance and healthcare

Dr. FAISAL SAEED

industry.

MD MScOPHTH CERT CII EXPERIENCE

ASST. MANAGER - TRAVEL & ASSISTANCE, MEA ASST. MANAGER - TRAVEL & ASSISTANCE, MEA
NEXTCARE - ALLIANZ PARTNERS  |  JAN 2019 - TILL DATE

Managing team of 20+ employees at Travel & Assistance, MEA (Medical &
non-Medical).
7+ years’ experience in Travel & Assistance claims management handling
Escalation point providing 24/7 guidance & support to T&A Center (new &
on-going requests)
Travel Health Insurance Claims handling process management  ensuring
cases are monitored in real time
Quality control implementation, analysis of SLA divergences in real time &
case audit outcomes
Update top management, ensure case directions are applied as per
escalation matrix & operational procedures.
Handling Travel Insurance & Medical Assistance Evac/Repat (Air, Ground
and Maritime), especially remote territories.
Providing client solutions & added-value initiatives for end-customers.
Review management systems,
processes, cost containment, people structure,
Development of behavioral volume curves and AHT for each month and
year/season
Team Training/management & monitoring. Providing employees
progress/performance reports to management
KPIs design and analysis, ensuring it meets expectations of our Payers,
CONTACT Providers & Members.
Customer service management (handling complaints internal and external
clients).
+971 50 5369158
Setting SOPs for the different LOBs. Monthly reports for Top Management.
Implementing different projects to bring more automation/digitalization
dxbfaisal@gmail.com and enhance the quality of output.
Cost management, fraud detection & prevention. Direct underwriting
supportive function.
www.linkedin.com/in/dr-faisal- Case management & utilization review along with Coding & billing systems.
saeed-md-mscophth-cert-cii- Focus on providing operating foundations and CX improvements at all
claims-07145230 times
Ensure Automation, Cost Containment and Customer Centricity in all
areas.
Provide solutions to sales & operations reinforcing teamwork
 ASST. CARE CENTRE MANAGER  
NEXTCARE - ALLIANZ PARTNERS  |  NOV 2015 - DEC 2018
LANGUAGES
Experienced CustomerCare Manager with a demonstrated
history of working in the Claims, Call Centre, Customer
ENGLISH          
Service and insurance industry. Health, Travel, Road Side
ARABIC  Assistance, Appliance Protection and Assistance Insurance &
claims adjudication
FRENCH
ROMANIAN             MEDICAL CLAIMS - CLAIMS ASST. MANAGER
NEXTCARE - ALLIANZ PARTNERS  |  JAN 2015 - NOV 2015
PERSIAN 
In charge of handling day to day medical claims: Direct
DARI
billing and reimbursement, inpatient and out-patient claims
URDU                (high cost claims),as well as the audit, coaching and SOP’s
setup.

MEDICAL CLAIMS - SENIOR CLAIMS OFFICER

NEXTCARE - ALLIANZ PARTNERS  |  JAN 2014 - DEC 2014

Claims handling (IP & OP)

MEDICAL CLAIMS - CLAIMS OFFICER

SKILLS
NEXTCARE - ALLIANZ PARTNERS  |  MAY 2011 - DEC 2013

- STRONG LEADERSHIP QUALITIES Claims handling (IP & OP)

- TEAM PLAYER 
- EXCELLENT COMMUNICATION
   AND PRESENTATION SKILLS EDUCATION
- CLAIMS ADJUDICATION 
- CUSTOMER CENTRICITY  GRIGORE T. POPA UNIVERSITY OF MEDICINE AND
- MANAGEMENT PHARMACY - IASI – ROMANIA                                 1997 - 2008

- KPI ORIENTED  Masters in Ophthalmology - Ophthalmology Residency Program 

- TIME MANAGEMENT                                                                                          2003 – 2008
Postgraduate Certificate on Topical issues in the surgery of the
posterior segment of the eyeball (Ophthalmology-Retina) 2006
MD (Medical Doctor)                                                    1997 – 2003

ARAB UNITY SCHOOL - DUBAI,U.A.E   (IGCSE)      1991 – 1997

ACHIEVEMENTS

CHARTERED INSURANCE INSTITUTE- UK

CERT CII (CLAIMS)                                                      2017 - 2018

REFINED REGIONAL PRECERTIFICATION KPI MONITORING

PROCESS AND PROCEDURES                                    2016 - 2017

PROJECT MANAGER OF NEXTCARE AP -  TEAM OF THE YEAR

2014  -  “ALLIANZ TIRIAC”  PROJECT
                                                                                       2013 - 2014

References available on request.