Wissam Lalam
Quincy,MA
Summary
Senior healthcare professional with over 12 years of experience in healthcare administration, international patient services, education, and customer service in the United States. Extensive knowledge of medical terminology, program coordination, and office operations. Recognized for delivering world-class service and building strong relationships to enhance patient satisfaction and loyalty. Highly organized, detail-oriented, tech-savvy team player with advanced proficiency in Microsoft Office Suite. U.S. Citizen willing to relocate to Qatar.
Overview
15
15
years of professional experience
Work History
Senior Case Coordinator – International Services
Boston Children’s Hospital
Boston, USA
01.2016 - Current
- Coordinated appointments for diverse international patient population, serving as lead coordinator for patients from Qatar, UAE, Saudi Arabia, and various embassies to ensure seamless care.
- Maintain open communication with medical facilities nationwide to facilitate patient transfers and ensure continuity of care.
- Delivered exceptional customer service to demanding international clientele, enhancing patient satisfaction and loyalty.
- Managed patient flow during clinic hours, optimizing scheduling to reduce wait times and enhance patient experience.
- Schedule surgeries and procedures in collaboration with surgical coordinators.
- Collect and verify outpatient and inpatient procedure codes.
- Review patient charts and electronic medical records (EMR).
- Monitor and check insurance claim status (MassHealth and PPO plans).
Patient Experience Representative
Boston Children’s Hospital
Boston, USA
01.2015 - 02.2016
- Provided outstanding customer service to enhance patient experiences within International Health Services.
- Monitored daily schedules and patient flow to maximize resource utilization and improve patient satisfaction.
- Partnered with referring providers to address and resolve complex patient issues effectively.
- Verified and processed patient demographics, insurance, payment, and referral information.
- Prepared requisitions and required documentation for admissions and patient encounters.
Patient Care Management
Boston Medical Center
Boston, USA
01.2011 - 01.2014
- Enhanced patient satisfaction by proactively addressing needs and expectations.
- Resolved complaints and untoward incidents promptly, communicating lessons learned to improve future care.
- Coordinated effective communication among multidisciplinary teams to streamline patient care.
- Assisted in collecting and reporting key performance indicators.
- Provided 24/7 in-house service coverage (8-hour shifts).
Education
English/Arabic Medical Interpreter Certification -
Language Connection
Boston01.2018
Associate of Science - Medical Office Management
Bunker Hill Community College
Boston, MA01.2014
Bachelor’s Degree - Political Science & Administration
Sciences Po
Algeria01.2010
Skills
- International Patient Coordination
- Healthcare operations
- Procedure scheduling
- Insurance verification
- Patient Flow Management
- Medical Terminology
- Epic
- PowerChart
- Life Image (Superuser)
- Microsoft Excel
- Microsoft Word
- Microsoft Access
- Microsoft PowerPoint
- Data entry
- Customer Service Excellence
- Cross-Cultural Communication
- Training skills
- Ambra
- Solarity
- Salesforce
Languages
- French
- Arabic
- Spanish
- English, Fluent
- French, Fluent
- Arabic, Fluent
- Spanish, Conversational
Timeline
Senior Case Coordinator – International Services
Boston Children’s Hospital
01.2016 - Current
Patient Experience Representative
Boston Children’s Hospital
01.2015 - 02.2016
Patient Care Management
Boston Medical Center
01.2011 - 01.2014
English/Arabic Medical Interpreter Certification -
Language Connection
Associate of Science - Medical Office Management
Bunker Hill Community College
Bachelor’s Degree - Political Science & Administration
Sciences Po