Resume Sameera Yusuf

NAME: SAMEERA MOHAMED YUSUF
Mobile: +971 56 7651443
Email: [email protected]
Competent as:
Head of Operations, Cluster Head, General Manager Operations,
Hospital Operations Manager and Client` services Management
20yrs of experience in managing clinics and Hospital operations. Business Head,

leading teams to deliver results. Hands on experience in establishing clinic operations
from ground zero. Managing full team that includes unit managers, Doctors, Nurses,
Allied staffs and Pharmacy head.
YEAR ORGANIZATION TITLE
2014 - PRESENT Icare clinics- Emirates Hospital Group Head of Operations (7 clinics,3 pharmacies)
2013-2014
Majid Al Futtaim Day Surgery center Manager Administration & Patient relations
2011-2013 Aster Hospital (Dubai) Manager Operations and Business Development
2008-2011 Mediclinic Welcare Hospital (Dubai) Client Services Manager
2006-2008 Welcare Hospital (Dubai) Client Services Officer
2003-2006 Welcare Hospital (Dubai) Administration and Quality Coordinator

CORE STRENGTHS:
➢ Diverse work Experience: Worked with renowned names in the industry like Mediclinic, DM
Healthcare, Majid AL Futtaim & Emirates Healthcare. Member of Senior Management team since
2008.
➢ Operations and process Management: 20yrs+ hands-on experience in healthcare Management.

Strategically managed daily operations for 14 clinics & 3 pharmacies. Expert in process mapping,
strengthening workforce with emphasis on developing quality care and revenue management.
➢ Commissioning of Facilities: Lead several pre-opening projects at Icare clinics, MAF Day surgery
center. Commenced 5 clinics at ICARE from construction phase to fully operational independent units.
➢ Budgets, Targets & Financial planning: Prepared the annual budget with the finance team, OPEX,
CAPEX EBITDA & Cost Control are part of my profile.
➢ Additional Revenue Lines: Created additional revenue lines such as tie-up with Schools, added new
services at clinics, optimized manpower to generate business.
➢ SOP’s, JD’s & Team Training: Broad knowledge in mentoring and leading teams that is responsible
to operate healthcare facilities.
➢ Cost saving initiatives: Introduced centralized call center and Laboratory services, Vendor
negotiation and optimize staff utilization.
➢ Customer Satisfaction Index: Strengthening systems and process improvement for

enhancing service delivery across all brands.
ICARE CLINICS (Emirates Hospital Group): Head of Operations
▪ Report directly to COO. Oversee complete running of 7 clinics and 3pharmacies. Business associated
trends are analyzed and monitored on continuous basis bringing important variations to the attention
of the Senior Management team.
▪ Monitor Doctors performance and set action plan to address gap.
▪ Financial analysis is done on invoices, refunds, bill cancellation, patient entitlements, under-
recoveries and cost estimates issued.
▪ Preparation of revenue breakdowns, budget, cost control plans and other financial reports for the
Management.
▪ Manage daily operations, submitted reports and recommendations to management for improvement
and innovative ideas and gained high quality ratings.
▪ Outpatient services are monitored and Doctors OPD are scheduled in a way that promotes the
continuity of patient care and optimum revenue generation.
▪ Successfully commissioned 5 multi-Specialty clinics from ground zero.
▪ Outstanding contribution in manpower planning, actively involved in the recruitment process
headhunted directly for key positions.
▪ Managing and motivating staff to provide high standard of customer service.
▪ Routinely monitor and evaluate staff performances.
▪ New employees are recruited and selected in line with company’s requirement.
▪ Initiate complete proposals and presentation for new opportunities to seize profitable business.
▪ Periodic performance analysis against set standards making ongoing adjustments to address
gaps.
CITY CENTER CLINIC & DAY SURGERY CENTER

(Majid AL Futtaim group): Manager Administration
▪ .
▪ Established Patient administration Department-front office, OP & IP billing, call center unit,
admission and discharge office.
▪ Expertly put together a working model for the physicians, nurses and allied support staff ensuring
seamless & top-quality operation.
▪ Developing strategic plan and managing patient experience in the clinic to improve patient
retention and satisfaction rate.
▪ Defining work flow and standard operating procedures for the departments.
▪ Performance Management focuses on continuous improvement of systems and processes, with
special emphasis on client satisfaction.
▪ Insurance authorizations are monitored to ensure it is done accurately.
▪ Developed staff training material which includes theoretical presentations, workshops and various
training techniques.
▪ Collaborating various patient data for analytic use to develop business plan.
▪ Managing and motivating staff to provide high standard of customer service by sharing
performance feedback
ASTER HOSPITAL (DM Healthcare): Manager Operations & BD
▪ Managing overall operation of the Hospital. Responsible for P&L and overall financial performance.
▪ Leading team of 90+ to ensure accomplishment of service deliverables.
▪ Successfully remodeled the manpower structure and reduced non-performing assets.
▪ Preparation of revenue breakdowns, budget, cost control plans and other financial reports for the
Management.
▪ Monitor Doctors performance and set action plan to address gap.
▪ Monitoring OT, OPD and IP utilization. Managed CBD practice to optimize Hospital capacity.
▪ Conduct feasibility study to expand operation. Propose various profitable strategies to expand
business.
▪ Responsible for the Business Development activity of the hospital in achieving increased growth &
top line profitability.
▪ Maintain cordial relation with all stakeholders.
▪ Develop policies and protocols for overall administration.
▪ Estimate requirements, prepare daily/weekly/monthly target in line with annual budget, schedule
expenditures, analyze variances, and initiate corrective actions
MEDICLINIC WELCARE HOSPITAL - Manager Client services
▪ Direct reporting to Hospital Director.
▪ Management of Client servicing department which includes central complaint management
system, monitor patient satisfaction level, developing various reports for management review.
▪ Managed daily operation, submitted reports and recommendations to management for
improvement and innovative ideas and gained high quality ratings.
▪ Overseeing the marketing activities of the Hospital. Developing new plans and strategies for
business development team.
▪ Developing and maintaining of internal and external communication channels such as website,
intranet portal, SMS links and many more.
▪ Responsible for developing and implementing policies and procedures to be the best in customer
service industry.
Mediclinic Welcare Hospital – Administration & Quality Coordinator

▪ Managing complaints department which consists of medical and non-medical cases.
▪ Coordinate with various senior members of the Management team to conduct investigation on
cases reported.
▪ Diagnosing the complaints and segregating various correspondences received in its context.
▪ Developing training tools and programs for staff performance improvement.
▪ Developing customer’s relationship by attending to their requirements.
▪ Highlighting the policies and protocols which require modification and implementing the same.
▪ Train and update staff with developments to keep them aligned and accountable
QUALIFICATIONS
➢ Bachelor of Commerce & Business Administration-India (2002)

➢ Enhancement courses in communication, Healthcare leadership and Management
from Meirc Consultancy-Dubai

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NAME: SAMEERA MOHAMED YUSUF

Mobile: +971 56 7651443

20yrs of experience in managing clinics and Hospital operations. Business Head,

YEAR ORGANIZATION TITLE

2003-2006 Welcare Hospital (Dubai) Administration and Quality Coordinator

➢ Operations and process Management: 20yrs+ hands-on experience in healthcare Management.

➢ Customer Satisfaction Index: Strengthening systems and process improvement for

ICARE CLINICS (Emirates Hospital Group): Head of Operations

CITY CENTER CLINIC & DAY SURGERY CENTER

ASTER HOSPITAL (DM Healthcare): Manager Operations & BD

Mediclinic Welcare Hospital – Administration & Quality Coordinator

➢ Bachelor of Commerce & Business Administration-India (2002)

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