ENG’R. MOHAMMED AL-ZAHRANI, MBA

I have been working in the health Care Sector for more than 20 years. I started as an Assistant Data Analyst and Admission Officer for the CMO and CEO of Magrabi Hospital (2002 – 2006). In March 2006, I moved to the International Medical Center as the Supervisor of the Patient Affairs Department, in which I set-up the following areas: Reception Department, Call Center, Religious Affairs, Switchboard, Customer Care, VIP and Protocol, Admission Office and Complaints Section. I worked hard until I went up the ladder and became the Patient Relations Manager in 2007 until 2009. I became the Patient Affairs & VIP Director of IMC for 2 years. I am currently the Director of the Patient Experience Division in IMC.

In addition to the above, the CEO assigned me to lead and start the Internal Collection Unit in 2010, which I managed for 1 year (tasks includes hiring, policy and procedure making, process flow, etc.)

I am a member of the OPD Team in IMC, where we decreased the number of No Show patients from 32% to 18%, improved accessibility of patients, added more than 1000 patient slots in the appointment system and built policies and procedures.

I manage and support more than 3000 VIP patients, Together with my team, I strived to increase patient satisfaction at IMC in 2022 and 2023, we ranked #1 in KSA based of the P.G results .

1.High Performance Leadership Building Foundation – Mayo Clinic Care Network, February 13, 2019

2.Six Sigma Green Belt

3.English Language Courses, EF International Language Center, Boston, USA. 2017

4.Certified Business Operations Professional [CBOP] – International Academy of Business and Financial Management, Dubai, UAE 2017

5.Mini MBA Executive Development Program (40 hours) – London School of Business and Finance

6.Master in Business Administration – UK March 2017

7.Patient Flow Management Course by IIR Middle East [September 2010, Dubai, UAE]

8.Internal Audit & Risk Management Course [Integration Not Fragmentation] – July 2010

9.Introduction to Lean/Six Sigma Course by J. Ward & Associates Consulting – June 2009

10.Collaborative Team Building Course by J. Ward & Associates Consulting – June 2009

11.Paradigm Shift in Healthcare Management Course –May 2009.

12.Customer Service Mindset Course – October 2008

13.Chemical Spill Management Training Course – January 2008

14.1st Saudi Arabian Quality Managers Convention by the Saudi Quality Council [Western Region]- January 2008

15.Basic Cardiac Life Support/Heart Saver Course – December 2007

16.Team Work Training Course – October 2004

17.Selling Skills Training Course – September 2004

18.Effective Telephone Skills Course – September 2004

19.Patient Service Level 1 & 2 Training Course – April 2003

20.Computer Training Course [Specializing in the Internet] _ September 2001

21.English Language Training Course Level 3 – August 1995

22.Staff Health and Safety Program 2019.

1. Quiet Protocol – to improve the Quiet Culture” in the hospital.

2.Reduce No Show in OPD – Six Sigma Project 19. Lead the business Development by attract many Company's,.

3. Patient Experience Annual Ceremony Project 20. Enhancing Patient Experience in 2023 to be number one in the KSA.

4. Patient Satisfaction Questionnaire Project 22- Business development tasks at IMC.

5. Accept VIP patients in VIP Clinics under insurance with conditions.

6. Receive and escort TOP VIP patients during their treatment or visit IMC for any reason.

7. Managed health permit during curfew time.

8. Lead Smart Self Check-in service project at OPD.

9. Building all Patient Experience Departments since 2006.

10. Improve the patient accessibility in Rehab Center, Six Sigma Project.

11. Improve OPD Departments accessibility and Scheduling, OPD Project.

12. Lead the Patients & Family’s Advisor Comity. PFAC.

13. Lead many Accreditations as member in many chapters, PFR, (PCC) .

14. Idea and application I care 911 unit. To provide a direct channel to assist and support customers in both the in-patient & the outpatient areas via phone.

15. Lead many improvement projects. Example :

. Improve the waiting time in Pharmacy.

. Deliver medications to patients at their home to improve the patient’s experience.

. Enhancing the Courtesy of Receptionist by Improving the PG Score from 89% to 92%.

16. Managed the Process Satisfaction program(PG) in Reception department

17. Instructor in Patient Experience program collaborating with Saudi Health Commission.

18 . Improve Google review at IMC from 3.7 to 4 in 2023 .

19 . Lead the business Development by attract many Company's.

20 . Enhancing Patient Experience in 2023 to be number one in the KSA.

21 . Business development tasks at IMC.