MANAL MOHAMMAD AHMED QASSEM

HEALTH CARE ADMINISTRATION PROFESSIONAL

Personal Information
Nationality: Yamen
Place of Birth: Jeddah, Saudi Arabia
Contact: +966 536721877
Email: manalitta09@hotmail.com
SUMMARY
Experienced Healthcare Professional working on Executive Team Level in Hospitals with
strong background in Marketing, Advertisement, Customer Services and Patient Experience.
Expert in marketing planning, team building strategic retreats organizing and facilitating,
training healthcare professionals on customer services and patient experience.
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PROFESSIONAL EXPERIENCE
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Marketing & Patient Experience Manager
Dar Tala Medical Complex
( Day Surgery Center) June 2020 – Present
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Key Responsibilities and Deliverables
• Patient Services & Patient Relations team building, training, and department management.
• Ensure a smooth patient journey in every area of the complex including inpatient and outpatient areas.
• Front line management including reception, call center, admission office and nurse navigator.
• Patient Satisfaction Survey conduction and monthly reporting.
• Handling the business development mandate including the negotiation of contracts such as referral
patient contracts, discounts cards co., renting operation rooms to external medical centers, etc.,
For instance, but not limited, about 12 OR rental contracts signed with 80 percent of the operating
room capacity has been put into operation over 6 months which is generated an average income of 900
KSR per month.
• Create and implement Marketing plan within budget, in conjunction with overall business strategy.
• Ensuring effective, branded marketing communications including the organization website, social
media, print communication, and advertising.
• Make propositions, give suggestions, and designate sales targets and job obligations to each team
member.
• Ensuring effective communication internally as well.
• Manage major projects such as PR events, launches, Marketing campaigns, and Trade show exhibits.
• Liaise with and manage all external agencies, such as PR, Creative, On-line, Media Buyers,
Medical Publications. Establishing guidelines for content creation to ensure that all materials are
consistent with the brand image
• Managing the digital marketing budget, including staff hiring and training activities.
Monitoring the performance of digital channels to ensure that they are reaching their target audiences
and generating conversions
• Liaise with all department Managers in-house, in creating marketing pieces for different areas
• Booklet, Patients Booklet. Re-write text for relevant audience. Ensure effective communication with
same.
• Maintain high level of knowledge of Hospital’s clinical services.
• Maintain awareness of competitor activity and general healthcare updates.
• Continuously monitor and train the team to improve performance and conversions
• Contribute to internal and external meetings from a marketing perspective.
• Manage relationship with key personnel in Pharmaceutical and Medical Device industries with a view to
confirming on-going sponsorship of hospital events.
• Give prompt responses on crucial issues and suggest solutions
• constant feedback on the quality of the leads to the respective team.
• Maintaining a detailed database of all the interactions with the leads and providing
• Taking responsibility for ensuring the entire sales closing life cycle for assigned Sales Team., sales
closing, and post-sales relationship management.

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Al Qadi Specialty Hospital
One of NMC group’s facilities in Saudi Arabia.
- Experience Manager (May 2016 -February 2019)
- Marketing & Patient Experience Manager
(February 2019 – February 2020)
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Key Responsibilities and Deliverables
• Responsible for developing, implementing, and executing strategic marketing plans for the
organization (or lines of business and brands within an organization) in order to attract
potential customers and retain existing ones.
• Patient and Family Rights Chapter leader for CBAHI Accreditation, successfully got accredited
in 2019 with chapter score of 98% -
• Patient Services & Patient Relations team building, training and department management
• Ensure a smooth patient journey in every area of the hospital including inpatient and
outpatient areas.
• Front line management including reception, call center, admission office and nurse navigator.
• Patient Satisfaction Survey conduction and monthly reporting.
• Achievement of Patient satisfaction net promoter average of >92pct .
• Build and maintain community relationships with individuals, organizations, ministries,
policlinics in the that can support our hospital goals.
• Implement community outreach programs and organizing events.
• Participated in brand identity building and increasing brand awareness by being part of
marketing and branding team of the hospital.
•Actively participating in the writing of press releases, copy for marketing materials
advertisements, social media, and other related content/material.
• Responsible about all Hospital Marketing and Public Relations efforts and communications
include marketing and promotional campaigns advertising, client communications, direct mail,
press releases, content for trade publications, etc.
• Actively participate in planning and coordinating visits of potential and current clients.
• Participate in most of the events in Najran as a representative of the hospital to promote
community partnerships.
• Contribute to the signing of partnership contracts with many policlinics in/outside Najran to
transfer cases to the hospital.
• Created Many packages and offers after studying the local market and competitors.
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Credit and Funds Transfer Officer
Islamic Bank of Yamen
Finance and Investment/Foreign Relations Department
May 2003 – June 2015 .
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Key Responsibilities and Deliverables

• Prepare, issue and advising all types of letters of credit and fund transfers via SWIFT
• Ensure that letters of credit are following banking regulations and financial institutions policies .
• Follow up with local insurance relating to L/C’s .
• Checking presented documents under UCP 600 and ISBP 745 and reject them if they are discrepant.
• Settle the L/C’s and authorize the negotiation banks.
• Check and verify/ authorize all SWIFT messages
• Communicate effectively and efficiently with any telephone queries received directly from clients and
beneficiary’s bank.
• Ensure all the internal controls are always in place and strict adherence to the bank policies and
procedures.
• Translate from Arabic to English or English to Arabic as needed both verbal and written.
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Customer Service Officer
Watani Bank, Hodaidah
November 2002 – April 2003
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Key Responsibilities and Deliverables
• Opening current and saving accounts
• Issuing check books
• Opening deposit accounts and issuing certificates
• Communicate and coordinate with internal departments
• Prepare and present monthly reports.
• Was a member of marketing team.

EDUCATIONAL QUALIFICATION
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• Bachelor in English Literature from Hodaidah University in 2001- 2002
• Diploma in Marketing Management from Etlaq Al Qudrat Center
• Neuro Linguistic Programming (NLP) Diploma from the American Board (ABNLP (
ACHIEVEMENTS
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• CBAHI accreditation as chapter leader for PFR in Al Qadi Specialty Hospital
• Employee of the Month Award in May 2016 in Al Qadi Specialty Hospital .
• Employee of the Year Award in 2018 in Al Qadi Specialty Hospital - Patient satisfaction score
of 93% for the year 2018.
• Patient satisfaction score of 93% for the year 2018.
TRAININGS AND CERTIFICATES
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• Four Days Patient Experience Congress, Riyadh, Saudi Arabia
• 2 Days Training Workshop in Patient Services, Jeddah Saudi Arabia
• In House Customer Services Training Programs, Al Qadi Specialty Hospital, Najran
PERSONAL SKILLS
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• Excellent communication and negotiation skills
• Public relation and ,marketing skills
• Leadership Skills.
• Ability to demonstrate flexibility and tact.
• Self-Motivated - Good written and spoken Arabic and English
• Good organizational skills - Excellent follow up skills
• Accuracy with high attention to details
• Good teamwork spirit
• Highly motivated with an ability to handle work pressure and to meet deadlines.
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