Open to opportunities

Amal Ali

@amalali

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Healthcare-focused operations professional skilled in patient support, compliance, and team leadership.

United States

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What I'm looking for

I seek a patient-focused role where I can lead/support teams, improve processes, and apply healthcare operations and device-support expertise.

I am a healthcare-focused operations professional with experience leading clinical support teams, mentoring staff, and improving patient outcomes through technology adoption and process improvement. I combine an MBA in Healthcare Management with hands-on experience in patient education, device support, and high-volume customer service across public and private sectors.

I have a track record of measurable impact: improved treatment adherence, reduced device downtime, higher first-call resolution rates, and recognition for top performance. I prioritize confidentiality, cross-department collaboration, and using data and project management tools to deliver efficient, patient-centered service.

Experience

Work history, roles, and key accomplishments

Current

Concierge

Current

Planned Companies

Nov 2025 - Present (1 month)

Receive, log, and securely store resident packages while coordinating maintenance, vendors, and building communications to maintain luxury service standards and confidentiality.

Package Management Confidentiality Record keeping Access Control Customer Service Facilities Coordination

Product Support Lead

Medtronic

Sep 2017 - May 2023 (5 years 8 months)

Led and mentored a team of sales and clinical professionals, set KPIs, and drove performance improvements to meet business objectives across the region.

Team Leadership KPIs Coaching Sales Support Clinical Liaison Performance Management Training

Product Support Specialist

Medtronic

Sep 2016 - Dec 2017 (1 year 3 months)

Trained 500+ patients on insulin pumps and CGMS, improving adherence by 30% and achieving a 97% first-call resolution rate that reduced device downtime by 40%.

Diabetes Education Insulin Pump CGMS Support Troubleshooting Technical Support Documentation Knowledge Management

Customer Care Representative

Roads and Transport Authority

Jan 2014 - Aug 2016 (2 years 7 months)

Resolved 70+ daily customer inquiries in English and Arabic with a 96% satisfaction rating, maintained 100% record accuracy, and helped the team meet 98% of monthly KPIs.

Customer Service Compliance Performance Monitoring Process Improvement

Education

Degrees, certifications, and relevant coursework

Fitchburg State University

Master of Business Administration, Healthcare Management

Grade: 3.84

Activities and societies: Led a team of 5 on a Patient Satisfaction Improvement Strategy project; used Trello, Excel, Google Workspace, and MS Project.

Master of Business Administration in Healthcare Management completed with a 3.84 GPA and led a patient satisfaction improvement project in 2023.