Jalal Shawwa
Chief Access Officer, Central Scheduling and Contact Centers @University of Miami Health System
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WORK HISTORY
Chief Access Officer, Central Scheduling and Contact Centers @University of Miami Health System
Miami, FL, US
Developing and executing a comprehensive digitally enabled access strategy that aligns with UHealth’smission, goals, and care delivery efforts.• Serving as a system-level leader and subject matter expert on patient access, bringing bestpractices and thought leadership to the organization.• Leading enterprise-wide access operations including template management, scheduling,registration, referral intake, and patient navigation across hospitals and ambulatory clinics.• Optimizing workflows to improve lead times to appointment, utilization/fill rates, and no-show/abandonment rates.• Advancing UHealth’s digital front door strategy—including self-scheduling, online registration, anddigital intake tools—ensuring patients can engage on their terms.• Partnering with IT and marketing to streamline omnichannel access and enhance CRM capabilities.• Overseeing contact center operations with a focus on first-call resolution, digital engagement, andpatient experience.
EDUCATION
The Johns Hopkins University - Carey Business School
Master of Business Administration - MBA
Cornell College
Bachelor of Arts (B.A.), International Business &International Relations
SKILLS
ABOUT JALAL SHAWWA
Global Operations Executive, General Manager, with demonstrated experience leading across geographies under diversified structures (large scale 700+, in-house, outsourced, and captive contact centers, central scheduling) and high-energy leader with a passion for improving customer loyalty. Build strong teams that execute strategy and achieve goals. Grow revenue, reduce costs, and strengthen compliance. Lead large-scale technology and process re-engineering projects for improved customer satisfaction and business performance. Develop and empower people, helping them reach their highest level of performance. Hold Outsourced teams to high KPI standards and incorporate them in the overall business to create a one-operation, one-culture mindset. Lead complex US and global operations in highly regulated environments. Achieve results through highly engaged, loyal people, agile processes, and supportive technology. Skill Highlights• Financial Services, Health Care, and Insurance industry experience• Drive results to meet internal and external - customers’ expectations• Excellent people leader and communicator• Skilled at process improvement; Six Sigma trained and certified • Success in change management skills• Strong ability to seamlessly insource or outsource processes and functions • Assemble talented people and develop high performing teams• Effectively collaborate with partners, colleagues and customers, excellent relationship leader• Assertive but fair negotiation style
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