Summary

Overview

Work History

Education

Skills

Languages

Timeline

ADDITIONAL INFORMATION

Saffiyah Karageh

Boston

Summary

Dedicated bilingual patient experience lead with nearly two years at Boston Children’s Hospital, specializing in high-volume care coordination and complex service recovery. Leveraging a B.A. in Clinical Psychology, I provide culturally responsive advocacy for Arabic and English-speaking families, bridging the gap between clinical teams and international patients. An expert in Epic EMR and de-escalating sensitive grievances, I have a proven track record of mentoring team members and optimizing workflows within a world-class medical environment.

Overview

years of professional experience

Work History

Patient Experience Representative II

Boston Children's Hospital

Boston, Massachusetts

09.2024 - Current

Selected by leadership to train and mentor new team members on departmental protocols, advanced Epic workflows, and service excellence standards, fostering a high-performance team culture.
Act as a primary point of escalation for complex patient grievances, utilizing de-escalation and problem-solving to resolve issues and maintain high satisfaction scores in a high-pressure pediatric setting.
Manage high-volume patient registration, multidisciplinary scheduling, and insurance verification via Epic, ensuring 100% data integrity and strict HIPAA compliance for complex clinical cases.
Facilitate seamless communication between families, clinical staff, and administrative departments to streamline care pathways and reduce patient wait times through proactive flow management.
Serve as a primary bilingual resource for Arabic-speaking families, providing culturally responsive advocacy and ensuring clear communication of medical protocols and hospital resources.
Contributed to departmental task forces focused on optimizing intake workflows, resulting in measurable improvements to the patient journey and administrative efficiency.

Passenger Service Agent

Lufthansa Airlines

Boston, Massachusetts

02.2024 - 05.2024

Coordinated passenger check-in processes to enhance boarding efficiency.
Assisted in resolving passenger inquiries and complaints, ensuring high service standards.
Managed baggage handling operations, minimizing delays and lost luggage incidents.
Implemented safety protocols during boarding and deplaning procedures to ensure compliance.
Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.

Sales Associate

Micro Center

Cambridge, Massachusetts

10.2022 - 02.2024

Developed and maintained customer connections while applying suggestive selling methods to drive revenue growth.
Enhanced shopping experience by welcoming customers and directing them to relevant product areas.
Updated and arranged signage and merchandise displays to support effective visual merchandising.
Provided comprehensive product insights to customers to enhance satisfaction and meet specific requirements.

Receptionist

Uptown Physical Therapy

Malden, Massachusetts

02.2022 - 03.2022

Executed tasks independently to enhance team productivity and efficiency.
Utilized strong phone etiquette and relationship-building abilities to enhance client engagement.
Engaged actively with colleagues in a tight-knit organization to promote collective success.
Utilized strong communication abilities to facilitate interactions among fast-paced healthcare professionals, insurance representatives, legal advisors, patients, and their families.
Developed proficiency in electronic medical records (EMR) to streamline healthcare documentation processes.
Executed effective time management strategies to prioritize diverse projects, consistently delivering results ahead of schedule.

Manager

Levant Delight

Malden, Massachusetts

01.2021 - 10.2021

Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities.
Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.
Count money and make bank deposits.
Investigate and resolve complaints regarding food quality, service, or accommodations.
Maintain food and equipment inventories, and keep inventory records.
Schedule staff hours and assign duties.

Cashier

Safy Market

Revere, Massachusetts

06.2015 - 12.2020

Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Greet customers entering the establishment.
Answer customers' questions, and provide information on procedures or policies.
Process merchandise returns and exchanges.
Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
Stock shelves, and mark prices on shelves and items.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Education

Bachelor of Arts (B.A.) - Clinical Psychology

Southern New Hampshire University

Manchester, NH

07-2024

Associate In Arts (A.A.) - Clinical Psychology

Bunker Hill Community College

Charlestown, MA

01-2020