Hagar Hamed

• Improved long-term prospecting, strategy development and customer engagement.
• Coordinated development of key performance goals for functions and direct reports.
• Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
• Scheduled meetings with supervisors to identify business obstacles, establish financial goals and tailor products to individual markets.
• Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
• Reduced operational risks while organizing data to forecast performance trends.
• Improved business profits through innovative cost containment and revenue generation techniques.
• Acquired 50% new customers through improved conversion techniques such as email follow-up messages

• Design and Execute Population Health Management program for Bupa customers with 20%+ improvement in Health Outcome.
• Lead execution and delivery of Chronic disease management team and Health coach Center for 100+K chronic members.
• Oversee daily healthcare operational transactions with average 1000 transaction/ day
• Manage Cross -Functional healthcare initiatives, internal and external projects.
• Leading digital agenda of healthcare services, which includes and not limited to the following:

RPAs with an average 5 new RPA projects that led to saving of 50% of FTE requirements.

Contact Center Solution to manage 2000 call/day.

Case management platform to include 15+ end to end services.

• Managed multiple, large-scale projects across KSA.
• Evaluated hiring, firing and promotions requests for team of 60+ Allied healthcare professional.
• Determined priorities and set policies for Healthcare services.
• Collaborated with vendors, suppliers, Digital and Hospital Partners across KSA.
• Identified innovative and automated approaches to routine tasks using Artificial intelligence Tools
• Managed inventory, production, workflow and distribution, analyzing each stage of product life cycle and recommending improvements to streamline processes
• Carried out and developed social media, e-blast and public relations campaigns

• Leading team of 30+ healthcare physicians and experts in Health Care Operations Department.
• Build an issue escalation process to stakeholders, such as PR, HAD & Delegates.
• Manage process of receiving Members' In-Bound and outbound coaching calls.
• Plan and launch other healthcare partnership projects such as Diabetes Management, Medication Reconciliation and Preventing Re-admissions.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Oversaw daily operations to ensure high levels of productivity.
• Eliminated downtime and maximized revenue by providing top project quality control.
• Saved SR +20 Million/ Year by implementing cost-saving initiatives that addressed long-standing problems.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
• Delivered Medication refill for 60+ K member, Home based labs to 20+ K member, Medication delivery for 10+ K member, all are delivered to customer locations within specific timeframes.

• Health Coach for Bupa members with Chronic diseases for 60+K member.
• Plan and improve healthcare partnership projects such as Diabetes Management for 30+K member
• Identify areas of improvement to engage both internal and external stakeholders in service strategy.
• Identify innovative service opportunities.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Onboarded new employees, including training, mentoring and new hire documentation.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

• Responsible for implementation of metrics based on process, compliance, and outcome indicators.
• Benchmark against International Health Care standards, in particular, JCIA and JCAHO.
• Pharmacy& Therapeutic committee coordinator and pharmacy representatives.
• Monitoring compliance of policies and guidelines for Pharmaceutical & Nursing divisions.
• Trained pharmacy residents and interns on clinical care and medication dispensing.
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• Reconstituted Intravenous chemotherapy preparation in clean area.
• Confirmed Chemotherapy protocols matches clinical indication and eligibility for treatment.
• Counseled patients regarding proper intake of medications.
• Processed over 30 prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction

• Provided patient counseling and advice on prescriptions as well as alternatives and over-the-counter medications.
• Supervised and coached team of pharmacy technicians and trainees.