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Bola Abdelmalak

@bolaabdelmalak

Message

I lead patient intake operations, team performance, and workflow improvements in behavioral healthcare.

Egypt

Message

What I'm looking for

I'm looking for an operations or patient intake leadership role where I can lead teams, improve workflows, manage service quality and KPIs, and resolve complex customer or patient experience issues.

At Brain Health USA, I manage Intake Department operations across patient intake workflows, queue performance, escalations, service quality, and conversion targets.

I lead and coach intake team members, oversee provider-patient matching and appointment confirmation, and resolve complex scheduling, verification, and operational issues with cross-functional partners.

My background also includes customer care, billing, reservations, guest relations, sales, and SME work supporting US-based accounts at Sutherland Global Services and Hilton.

Experience

Work history, roles, and key accomplishments

Intake Department Manager

Brain Health USA

Mar 2023 - Jul 2026 (3 years 4 months)

Managed day-to-day operations of the Intake Department, overseeing patient intake workflows, queue performance, escalations, and service quality. Led and supported a growing intake team, coordinating workload, monitoring performance, and ensuring department targets and service standards were consistently met.

Office Ally NetSuite RingCentral Zocdoc SharePoint Excel Power Query Provider Licensing Dea Patient Intake Queue Management Escalation Handling Team Leadership Training KPI Tracking Process Improvement

Billing Department

Brain Health USA

Jun 2023 - Sep 2023 (3 months)

Reviewed patient payment accounts and handled billing-related queue activity and insurance escalations. Resolved account and insurance issues while maintaining accuracy and timely communication across departments.

Billing Insurance Account Resolution

Reservation Sales Representative

Hilton

Jan 2022 - Mar 2023 (1 year 2 months)

Worked in the Reservation Department as a Sales Representative, in Customer Care, and as a Guest Relations Specialist in the Guest Assistance Department. Also served as a Subject Matter Expert for 3 months.

Reservations Sales Customer Assistance Guest Relations Subject Matter Expert

Customer Care Representative

Sutherland Global Services

Jan 2021 - Aug 2021 (7 months)

Served as a Customer Care Representative for FTD (US account) and handled customer service and billing for GreenDot (US banking account). Also worked on the Viking Cruises payment desk as a temporary 6-month assignment.

Customer Service Billing Payment Processing

Volunteer Student

Quality Assurance Unit, Faculty of Economic Studies and Poli

Oct 2019 - Apr 2021 (1 year 6 months)

Supported preparation of faculty documents and conducted questionnaires with students regarding faculty functions, facilities, classrooms, and overall quality. Activity was paused from April 2020 to October 2020 due to COVID-19.

Documentation Survey Quality Assurance

Organizing Committee Member

Dleel Pro-Active

Oct 2019 - Oct 2020 (1 year)

Supported logistics, event planning, procurement management, and documentation for a non-profit youth development organization focused on bridging the gap between education and real-world skills.

Logistics Event Planning Procurement Documentation