Azzam N.

• Leading end-to-end support operations for EMR/HIS systems across multiple facilities, managing incident flow, RCA, SLA compliance, and service performance. • Built a structured ITSM/ESM operating model including escalation matrices, governance, and service-level monitoring. • Overseeing multi-channel support (L3), improving response and resolution performance while raising customer satisfaction. • Collaborate with product, development, and implementation teams to enhance platform stability and user adoption. • Implemented analytics dashboards, and KPI-driven performance frameworks for continuous improvement.

• Directed four operational units: OPD, Contact Center, CRM, and HIM — ensuring seamless, patient-centered service delivery. • Achieved 15% reduction in waiting times and 20% increase in satisfaction through workflow redesign and operational restructuring. • Introduced unified service pathways, operational SOPs, and integrated KPIs for multi-department coordination. • Led initiatives that contributed to IMC receiving a national Customer Experience Award (2024). • Managed complex escalations, VIP care pathways, and system-level service challenges across clinical and administrative areas.

• Led EMR/HIS optimization projects focused on improving clinician workflows and data accuracy. • Improved operational efficiency through analytics-driven improvement and redesign of digital processes. • Responsible for training, adoption, and change management for new HIS capabilities. • Acted as bridge between clinical stakeholders and IT, ensuring digital tools support outcomes, compliance, and patient safety.

Oversaw EMR change management, support processes, data standards, system enhancements and governance frameworks. Collaborated with IT, operations, and clinical stakeholders to improve efficiency, reliability, and user satisfaction.

• Designed and delivered EMR/Epic training programs for 300+ clinicians, significantly improving system usage and documentation accuracy. • Collaborated with IT and clinical teams to optimize workflows and ensure HIS readiness for national programs. • Received Minister of Health Appreciation Award (2021) for contribution to digital excellence initiatives.

Engaged in rigorous coursework focusing on the integration of technology and operations. Gained advanced knowledge in data management, process optimization, and strategic planning to align organizational goals with innovative solutions.

Developed a strong foundation in clinical sciences and pre-medical studies, with a focus on analytical thinking and evidence-based problem-solving. Engaged in leadership roles and collaborative academic projects that emphasized teamwork, research, and a deep understanding of healthcare principles.