Fadi El Majzoub

Seeking for a position with your reputable company, offering diverse experience in Healthcare Management along with exceptional customer care skills to bring excellence in daily operations. Which I believe would be an asset to an organization that aims for progress. In the long term, I aim to reach my full potential and further my growth with your team that will factor in the firm’s advancement

Al Zahra Hospital Dubai Patient Relationship officer

September 2014– June 2021

Duties & Responsibilities:

Relief the supervisor during his absence.

Provides patient relations service and responds to patient complaints and commendations in a timely manner, to preserve the hospital's image and to promote better patient relations.

Coordinates complaints and grievance process according to current regulations and standards of AZHD.

Assembles and complies fairly complex and confidential information or data and describes contents in a written report.

Data entry of all complaints, grievance, comments into the PCMD (Complaint Management System).

Submits a monthly report on patients' complaints analysis and follow-up as well as receiving any complaint arising from IPD, OPD and ER department, and reports observations to the department concerned.

Monitors patterns Identifies and points out any special issues, concerns, risks, and initiates appropriate follow-up about issues that decrease patient satisfaction. 

Use of quality improvement opportunities and implanting system changes.

Assists and counsels managers regarding complaint process (Patient experience Committee).

Expert in verbal and written communications for closed loop responses to patients, families, and staff. 

Manages and coordinates activities involved in scheduling VIP patients' booking and liaises with admission and Out-Patient Department to ensure VIP patient handling is optimal. 

Escort patients and guests on formalization rounds of the hospital's facilities. 

Serves as a central resource for information concerning patient’s rights and responsibilities, advance directives, current policies, protocols, and ethical issues. Provides consultation on issues that influence patient rights

Provide follow-up and feedback on the results of analysis reports to the Patients' Complaint Committee. 

Maintain relations with all hospital staff to ensure adequate provision of quality patient service and guest relations. 

Consultation with staff and physicians.

Reports any observable unprofessional or improper action from Employees to the supervisors of the concerned departments, and reflect on the quality of service and the hospital's image. 

Develops and recommends strategic and operational plan for Patients' Relations Office. 

Supports accreditation planning and preparation efforts for the achievement of the goals of Hospital. 

Saida Governmental University Hospital Hospitality Service Manager

2012–2014

Duties & Responsibilities:

Taking responsibility for the business performance of the following departments:

Laundry Service

Environmental service: Gardening, House Keeping, Waste Management…

Security

Reception

Dietitian Nutrition

Kitchen ,catering ,cafeteria

Orderly

Conference room

Customer care

Analysing, planning and developing departments.

Preparing reports

Creating and executing plans for department and staff development.

Setting budgets and/or agreeing them with senior management.

Audits, competencies.

Planning and coordinating departments

Front-of-house:

Coordinating, organizing and supervising the entire operation of the departments during scheduled shifts.

Managing staff and providing them with feedback.

Responding to customer complaints.

Ensuring that all employees adhere to the company's standards.

Recruiting, training, orienting and motivating staff.

Enforcing systems, policies, procedures, and productivity standards

Maintain quality service

Le Royal Assistant Restaurant Manager

2010–2012

L’Ecole Hoteliere De Al-Kafaat Stock Manager 

2008–2010

4B Sporting Club Floor Manager 

2007–2008

Saida Country Club Floor Manager 

2005–2006

Al Kafaat

2004 - 2007

BT3 (Bacc II) in Hospitality

Al Kafaat

2007 - 2010

Bachelor’s Degree in Hospitality Management

Notre Dame University

2010 - Present

MBA in Business Management and Marketing