Mariam Al-Azzawi

• Led the Cutomer Services Department remotely, supporting Mueller Vision Lasik and Cataract Eye Centre through MyTeam’s virtual operations platform.
• Conducted daily task rounds:

- Morning: Reviewed voicemails, missed calls, texts, faxes, no-show reports, Epro requests, and group chats to develop a structured daily call list.

- Midday: Monitored team progress, reviewed insurance tracking sheets, and followed up on urgent communications.

- End of Day: Verified task completion across the team, updated records, addressed no-shows, and ensured pending tasks were reassigned or completed.

• Actively supported team performance by double-checking urgent assignments and providing assistance with time-sensitive tasks.
• Maintained excellent patient service standards by managing communication workflows efficiently (average interaction duration: 2–25 minutes based on task complexity).
• Interviewed over 15 candidates for engagement center roles; collaborated with leadership on hiring decisions and onboarding strategies.
• Successfully trained and mentored 5+ new hires, including current replacement, ensuring seamless knowledge transfer and readiness for independent task management.

• Worked fully remotely to manage patient services and administrative operations for Mueller Vision Lasik and Cataract Eye Centre (via MyTeem).
• Managed high-volume inbound and outbound communications (calls, texts, faxes, voicemails, emails) related to appointment scheduling, rescheduling, cancellations, medical inquiries, insurance inquiries, and surgical consults.
• Coordinated patient appointments via the Epro system, ensuring accuracy in cancellations, rescheduling, and new appointment bookings (self-booked or assisted), often requiring detailed insurance verification.
• Triaged and escalated patient inquiries to relevant departments using internal messaging platforms while maintaining timely and professional communication.
• Tracked and collected insurance documentation and PCP referrals, often requiring multiple follow-ups via calls, texts, or emails with both patients and PCP offices.
• Utilized platforms including Nextech (for forms, insurance card uploads, and referrals), GoTo (for inbound, outbound, voicemails and missed calls), and Excel (lead, insurance and task tracking).

• Reviewed audio recordings or video files requiring translation services on the differences between western and eastern cultures and how to effectively and correctly build relationships
• Provided appropriate contextual information to increase clients understanding of translations.

• Translated lessons and communication between staff and beneficiaries regarding processing loss and grief.
• Collaborated with multidisciplinary teams to provide comprehensive lessons.
• Provided appropriate contextual information to increase clients understanding of translations.

• Coordinated patient-care services to offer quality care from the medical team.
• Communicated the plan of care to the family and caregivers of patients.
• Accurately recorded patient history and documentation per International Health Regulations (IHR).

• Translated English language classes from English to Arabic, to maintain message content and style.
• Generated reports in both English and Arabic to effectively communicate to staff at campsite
• Prioritized and organized tasks to efficiently accomplish service goals.

• Constructed military triage with necessary supplies in war zones or disaster areas.
• Assisted in emergency medical procedures and directives for injured soldiers and civilians
• Facilitated communication between staff, patients, and family members, who did not share a common language base.