Sally Haridi, CPXP

• Led the design and execution of The View Hospital Contact Center during the hospital’s commissioning in 2022, followed by the centralization of contact center operations across The View Hospital and Korean Medical Center in 2024 — unifying systems, workflows, and resources under one hub to enhance service delivery, efficiency, and scalability. • Directed daily call center operations including scheduling, queue management, performance tracking, agent supervision, and handling of patient communications across both facilities. • Oversaw a cross-functional team comprising in-house and outsourced agents, team leads, and QA staff, ensuring adherence to KPIs such as average handling time, service levels, abandonment rate, patient satisfaction, and appointment conversion rates. • Implemented and optimized CRM systems, telephony platforms, mobile app, website, and WhatsApp Business integrations, enabling seamless omnichannel access, intelligent routing, and centralized agent workflows. • Designed and maintained Power BI dashboards to provide leadership with real-time performance insights, flagging operational gaps and enabling timely corrective actions. • Standardized call scripts, escalation protocols, and workflow procedures to deliver a consistent, high-quality patient experience across all departments and sites. • Played a key role in transition planning, change management, and staff training during the centralization rollout, including development of a unified knowledge base and stakeholder engagement. • Championed continuous quality improvement through structured coaching programs, QA audits, and regular coordination with outpatient services, nursing teams, and executive leadership. • Supported cost-efficiency and scalability by driving automation, workforce forecasting, and workflow optimization in line with COPC standards.

As part of The View Hospital’s commissioning team, I established and led the Patient Experience (PX) department, developing frameworks for patient feedback, call center, experience data, and service workflows. I developed and implemented survey strategies, feedback management systems, and process improvements to enhance patient satisfaction and operational efficiency. By leveraging data-driven insights, I drove continuous improvements in service quality, patient engagement, and hospital workflows, ensuring a seamless healthcare experience. As a Certified Patient Experience Professional (CPXP) by The Beryl Institute, I bring a global, evidence-based approach to PX strategy, process optimization, and patient-centered care.

Designed and deployed Power BI dashboards consolidating data from 1.3M+ annual patient interactions, enabling leadership to monitor FCR, abandonment rates, and satisfaction in real time. Project-managed centralization of 13 hospital contact centers, creating consolidated knowledge base, training programs, and benchmarking dashboards; reduced costs and improved efficiency. Participated in national projects: COVID-19 Urgent Consultation Line (16000) setup, COVID-19 inbound & outreach programs with MOI, Staff Medical Center Contact Center, and Nesma’ak Feedback Contact Center. • Launched SMS/IVR appointment reminder automation for 10,000+ patients daily, significantly reducing no-show rates and optimizing clinic utilization. • Collaborated with CHI on award-winning projects (Stars of Excellence): MyHealth Patient Portal, CIS Cerner Optimization, and Dental Waiting List Management. • Presented data-driven insights and business recommendations to AEDs, physicians, and OPD leaders, influencing planning and resourcing decisions.

Responsibilities as below: •Monitor trends based on calls, issues, queries, and make recommendations on how to improve the quality of service as well as providing first level resolutions to reduce repeat contacts. •Makes necessary changes in staffing based on day of week, promotions, other anticipated events, and real time data. •Compiling of reports and statistics for the Call Center Manager and Head Of Retail. •Review current methods and systems and make recommendations for improvement and changes based on the analysis of the trends and patterns identified in the real-time operational performance data. •Perform analysis of call volume on continuous basis. •Participate in business development initiatives for expansion of client base. •Implement actions and plans, ensuring that the functional structure is optimized and that available resources are fully and correctly utilized to ensure delivery of required customer contact experience and SLAs. Initiate corrective actions where applicable. •Track, resolve & reduce the ratio of customer complaints. •Provide constructive periodic feedback on key strengths and weaknesses to improve agents’ performance. •Conduct team meetings to discuss common and repeated quality related issues. •Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Centre procedures manual. •Ensure that all agents are constantly meeting the QA standards and achieving the target as defined within their MBO’S. •Analyze the results of the customers’ satisfaction surveys, and the mystery shopping, to find out the areas of weaknesses, and come up with an action plan to ensure that Call Centre is meeting the QA standards. •Co-ordinate and handle all QA related projects, plans, requirements and reports. •Ensure all service level standards are acceptable through proper monitoring and putting action plans into effect where necessary to resolve service level standards issues.