AYAD ALJAF
Edinburg,TX
Summary
Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer and patient relationships.
Overview
13
13
years of professional experience
Work History
Director Care Advocate
UHS Prominence Health Plan- UHS
12.2023 - 03.2024
- Managed remote and on-site teams of care advocates, Prior Authorization specialists, and schedulers, achieving 20% increase in appointment bookings and 15% reduction in patient wait times through streamlined processes and staff training initiatives.
- Implemented data-driven strategies to optimize lending pipelines, resulting in 25% increase in patient registration process and 35% improvement in answer rate. Reduced abandonment rate from 17% to 4.2%
- Collaborated virtually and in person with cross-functional teams to develop and implement initiatives for enhancing member experience and driving revenue growth.
- Utilized tools such as Cerner, SMS Invision, Talk Desk, Power BI, and Smart Sheet to generate reports on pre-registration, scheduled appointments, appointment wait time, average speed of answer, and productivity.
- Collaborated with healthcare providers, facilities, and stakeholders to ensure seamless and effective care for patients across 6 facilities.
- Established and maintained effective communication channels to facilitate coordination and improve patient outcomes.
- Acted as passionate advocate for patients, ensuring their needs and preferences were prioritized in care planning process.
- Developed and implemented initiatives to enhance patient-centered care and satisfaction.
- Implemented and monitored initiatives to enhance quality of care provided.
- Utilized data analysis, feedback mechanisms, and process improvements to drive positive changes in patient care.
- Ensured team members were well-trained and aligned with organizational goals.
- Developed and implemented educational programs for patients, promoting self-management and better understanding of their healthcare.
- Contributed to increased patient empowerment and engagement.
- Ensured that care advocacy programs complied with relevant healthcare regulations and standards.
- Conducted regular audits to maintain compliance and mitigate potential risks.
- Built and maintained strong relationships with healthcare providers to enhance communication and coordination of care.
- Fostered collaborative environment to ensure best possible outcomes for patients.
Health Care Call Center Manager Budget Analyst
University Of Texas Rio Grande Valley SOM
05.2021 - 12.2023
- Directed remote and onsite operation of the clinical front desk, and clinical call center, achieving a 30% reduction in call abandonment rates and a 20% improvement in first-call resolution rates through process improvements and staff coaching.
- Led implementation of new call center technologies and AI (Genesys cloud) resulting in a 25% increase in efficiency and a 15% reduction in operational costs.
- Enhanced patient registration accuracy from 70% to 91% through the implementation of streamlined processes and staff training initiatives, ensuring more efficient and precise data collection.
- Reduced patient appointment no-show rate from 14.3% to 9% through strategic patient engagement tactics, including personalized reminders and streamlined scheduling processes, enhancing clinic efficiency and revenue.
- Elevated patient satisfaction rate from 81% to 93.2% by minimizing wait times at the front desk and call center, ensuring prompt and efficient service delivery.
- Provided routine management reports on the performance of the call center department, and the clinical front office in the areas of answering rate-Abandonment Rates, inbound Call Volumes, Quality Scores, Staffing volume, next available appointment
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Managed Genesys phone system access and provided training to the new hires for all patient service representatives and Communication Center Staff
- Submits analysis and recommendation for staffing levels, based on turnovers, consistently increased volumes, training opportunities, or business changes to senior leadership
- Created and maintained UT Health RGV knowledge central
- Recruited, interviewed, and hired Communication Center staff.
- Conducted Annual Performance Evaluations and Performance Documentation.
- Provided coaching and mentoring sessions to improve the performance of communication Center staff
- Used critical thinking to break down problems, evaluate solutions, and make decisions
Contact Center Manager/CS Account Manager
Teleperformance USA
11.2010 - 03.2021
- Directed and managed over 400 Patient Services Agents, 50 Insurance Sales Agents, and 150 Insurance Member Service Agents, overseeing operations to support team of 600+ employees and multiple center agents and project managers
- Managed remote teams supporting healthcare clients, driving 22% increase in client satisfaction scores and 15% improvement in employee retention through effective leadership and performance management strategies.
- Implemented Lean Six Sigma methodologies to streamline processes and reduce operational waste, resulting in 30% increase in productivity and 10% reduction in average handle time.
- Led cross-functional teams in development and execution of strategic initiatives to drive business growth and profitability.
- Monitored, measured, and drove client services growth and profit objectives.
- Contributed to cost reduction efforts by collaborating with finance department to achieve 10% decrease in operational expenses. This involved ensuring accuracy in budgeting and invoicing processes.
- Conducted meetings with Unite Health Care and CareFirst Blue Cross Shield executive team to analyze and
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Developed and implemented operational practices that establish employer-employee-client relationships and promote high employee morale
- Conducted day-to-day contact center operation and business planning ensuring staff safety, physical site security, human resources development, operational efficiency, and service quality excellence
- Oversaw site-wide training department and implemented changes to shorten agents' learning curve and enhance productivity during training period
- Managed workflows, budgets, scheduling, and patient's satisfaction
- Maintained KPI goals for first-call patient resolution above required goal.
Education
MBA - Business Administration And Management
Lamar University
Beaumont, TX08.2025
Bachelor of Arts - Education
University of Diyala
Diyala08.2006
Skills
- Patient access
- Model Building
- Call Center Operations
- Staff Training
- Retention Strategies
- Detailed Report Generation
- Business Administration
- Performance Management
- Insurance Coordination
- Budgeting expertise
- Patient Relations
- HIPAA Compliance
- Medical office administration
- Electronic Health Records
Timeline
Director Care Advocate
UHS Prominence Health Plan- UHS
12.2023 - 03.2024
Health Care Call Center Manager Budget Analyst
University Of Texas Rio Grande Valley SOM
05.2021 - 12.2023
Contact Center Manager/CS Account Manager
Teleperformance USA
11.2010 - 03.2021
MBA - Business Administration And Management
Lamar University
Bachelor of Arts - Education
University of Diyala
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