EMTENAN SAIDI
Jeddah,Saudi Arabia
Summary
Healthcare Experience and Operations professional with over 10 years of experience across hospitals, insurance providers, and healthcare services. Specialized in patient and member journey management, insurance operations, claims coordination, and service quality improvement. Proven ability to manage sensitive medical and financial cases, coordinate with internal and external stakeholders, and enhance service performance while ensuring compliance with healthcare standards and regulations.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Experience Specialist
OFOQ Insurance Broker
2025.01 - 2026.02
- Manage end-to-end patient and member service cases across healthcare insurance processes.
- Act as the primary point of contact, ensuring a smooth and positive service journey.
- Coordinate approvals, follow-ups, and issue resolution with internal teams and providers.
- Support service quality improvement initiatives and operational enhancements.
Customer Account Manager
Foodics
2022.03 - 2024.09
- Led client onboarding and go-live processes, ensuring operational readiness and service continuity.
- Delivered structured product training and post-implementation support.
- Acted as a liaison between clients and internal teams to resolve issues and improve service delivery.
- Built long-term client relationships supporting retention and satisfaction.
Senior Officer – Customer Care Relations
Bupa Arabia
2014.04 - 2022.02
- Managed insurance claims follow-ups and member service cases within healthcare operations.
- Handled high-volume interactions involving sensitive medical and financial information.
- Ensured compliance with insurance policies, healthcare regulations, and service standards.
- Contributed to service improvement efforts and maintained high member satisfaction.
Receptionist
International Medical Center
2013.04 - 2014.04
- Coordinated patient appointments and supported daily front-desk healthcare operations.
- Maintained and organized patient medical records for operational and emergency use.
Education
Diploma - Banks & Insurance
King Abdulaziz University
2021.01 - 2023.01
Bachelor - Hospitality Administration Management
King Abdulaziz University
2012.01 - 2016.01
Skills
- Patient & Member Experience
- Healthcare Operations
- Insurance Claims Coordination
- Service Quality & Compliance
- Provider & Stakeholder Relations
- Complaint Resolution & Case Management
- Process Improvement
- Healthcare Customer Journey
- Microsoft Office
Certification
- Health Administration Specialist
- Saudi Commission for Health Specialties (SCFHS)
- Professional Classification: Specialist
- Status: Practicing
- Valid Until: 2028-03-02
- Additional Certifications:
- Quality of Hospital Administration
- Insurance Foundation
- Medical Terminology
- Medical Sign Language
Timeline
Customer Experience Specialist
OFOQ Insurance Broker
2025.01 - 2026.02
Customer Account Manager
Foodics
2022.03 - 2024.09
Diploma - Banks & Insurance
King Abdulaziz University
2021.01 - 2023.01
Senior Officer – Customer Care Relations
Bupa Arabia
2014.04 - 2022.02
Receptionist
International Medical Center
2013.04 - 2014.04
Bachelor - Hospitality Administration Management
King Abdulaziz University
2012.01 - 2016.01