Mahmoud Makki

CRGH is the flagship clinic of FutureLife EU and one of the busiest private fertility units in London with 3 clinical locations and 1 head office, known for some of the highest success rates in fertility treatments and pioneers in the field of genetic testing and screening.

I have initiated and owned many transformational projects that supported the growth of the facility as well as the enhancement of patient experience using technology.

Below are some accomplishments by me in various key areas:

Health Information & Technology Management

• Initiated and headed an EMR migration project moving the organization from a legacy on premises to a cloud based EMR. This has been a major and critical as it involved fields mapping between source and destination and a structured patients records migration.
• Initiated and managed the restructuring of the unit's technical infrastructure and set out technical operations policies, business continuity and disaster recovery plans. The effectiveness of the implementation was put through the test in an unlikely and rare incident of a pandemic, and proved to work successfully, resulting in significant increase of business for CRGH.
• Initiated and managed a project which transformed the organization to a complete paperless environment and introduced electronic consenting and witnessing, making it the first HFEA licensed clinic to use electronic (witnessed) consents.
• Introduced the Patient Portal, taking the communications between the patients and CRGH as well as accessibility to support, documents and information.
• Transformed unit into a cashless environment and freed up significant space that was occupied by the finance and billing team, which was utilized as additional clinical space.
• Worked with technology and cyber security partners on bullet proofing the overall security of the infrastructure by introducing the right tools and apps as well as employee awareness programmes.
• Initiated the transformation from a conventional PBX phone system to a cloud based, data driven Contact Centre working in support and as a back office for all patients' services including registrations, appointments booking, finance enquires and nursing support, catering for 3 different clinical sites.
• Initiated and managed the connection of UCLH's Reproductive Medicine Unit (RMU) with CRGH and enable RMU's clinicians from accessing the fertility database.
• Outsourced IT support and network management to a third party providing 24/7 monitoring and support.
• Worked closely with the quality team on sourcing a fit for purpose Document Management System and roll it out clinics wide.
• Continuously worked on introducing technologies and services which enhanced the patient experience both on premises as well as remotely.
• Lead CRGH to be ranked 1st in the Digital Maturity Index of FutureLife, beating 39 other member clinics across EU.

Pettigrew Medical is a leading healthcare revenue cycle management company in the US with back offices in India and the Philippines. Working remotely with the head office and its captive companies in Asia, I have helped the company scale up their technology by introducing new systems and tools that support their clinical coding, credentialing and medical billing processes. Some of the activities carried out in my role:

• Initiated and headed the migration from an aging on premises applications, domain and file servers to Azure cloud platform, enhancing the performance, reducing cost and maximizing the availability of services.
• Started an AI clinical coding project in partnership with a major Medical Group and an AI and machine learning partner. The aim of the project was to pilot the use of AI in applying appropriate clinical codes to documented diagnoses and procedures, utilizing million of correctly coded medical records into the machine learning process using advanced language models.
• Worked closely with external parties on updating and maintaining a robust business continuity plan to enforce data protection in event of natural disaster or long-term outage.
• Created a workgroup to plan a company-wide IT strategy and re-write all infrastructure guidelines as well as policies and procedures.
• Tested security technologies on regular basis and implemented network penetration assessment tools to proactively monitor threats.
• Coordinated third-party vendors and client IT teams to seamlessly deliver effective solutions.
• Identified and recommended timely adoption of emerging technologies to drive innovation and commercial viability.
• Organized and monitored technical activity for various projects and complied with objectives.
• Managed and Supported the in-house application development team in planning and testing new releases prior to roll out as well as chairing cadence call with clients to discuss new requirements, and interface development.

The Coding Company Limited is a UK based clinical coding and health information management services company founded in December 2012 under a support and brand alignment agreement with The Coding Company Australia which has more than 30 years of experience in the same field. The Coding Company was among the first companies to introduce its services in the Middle East region, and the absolute first company bringing such services to the Kingdom of Saudi Arabia.

Today, The Coding Company has a portfolio of esteemed clients and success stories, making it one of the most recognized brands in the Middle East, and approached by reputable clients and partners in the healthcare services, consultancy and regulatory spaces, giving it the potential to grow a lot more to become a multinational organization delivering services globally.

In my role, I have worked on:

• Expanded company presence in the Middle East, establishing The Coding Company as the first provider of clinical coding and health information management services in Saudi Arabia, and initiated major training and consultancy projects across four continents.
• Directed business development efforts, forging strategic partnerships and alliances that elevated the company's reputation as a trusted brand in healthcare consultancy and regulatory spaces.
• Developed and executed long-term strategic operating plans, ensuring alignment with board priorities while driving profitable growth and operational excellence.
• Established The Coding Academy, the training and education division of the company, recognized for training the largest number of clinical coding professionals in Saudi Arabia.
• Developed strategic partnerships and alliances which helped the company in positioning itself as an effective and trusted brand
• Implemented robust operational planning and financial control systems, monitoring performance against budgets, resolving variances, and maintaining accountability among contractors and employees to achieve strategic objectives.

• Consistently surpassed revenue goals, driving a 30% increase in company revenue within two years, and received formal recognition for exceptional performance.
• Expanded the client base through targeted sales initiatives, strategic "Request for Quote" processes, and relationship-building with key clients for Revenue Cycle Management, Clinical Coding, and Medical Billing services.
• Represented the company at industry events to identify market trends, secure new business opportunities, and enhance visibility of Accumed's comprehensive healthcare solutions.

• Directed the development and successful launch of TAFAOL, the first Multi-Media Home Platform (MHP) interactive TV in the Middle East, earning an international award at the ITV International Awards 2007 in Barcelona.
• Spearheaded innovative digital marketing initiatives and managed programming for HEYA TV in Beirut, including creating "Yalla Nishar," a late-night entertainment show that increased ratings and audience engagement.
• Established a Value-Added Services (VAS) unit, delivering SMS and IVR solutions for internal and external media platforms, generating new revenue streams and expanding market presence.

Lead Marketing LLC is a company specialized in TV broadcasting solutions and investments. At Lead I was playing a major role in developing and managing the operation of the broadcast media unit of the company which included the startup of 2 entertainment TV channels. My role at Lead included:

• Starting up the Company’s own music and entertainment TV channels (Ghinwa & Mersal) and worked closely with the team to create the brand and identity of the channels.
• Managed the overall Technical operations involved in broadcast media solutions, and introduced new broadcasting solutions to the Middle East and North African Markets.
• Headed the build-up operation of two Satellite TV channels broadcasting from Jordan Media City, Amman. Managed the overall structural setup in addition to coordinating studio setup and operations.
• Streamlined operational efficiencies by establishing and implementing effective programmes.
• Supported company growth by working constructively with sales team members, generating new business opportunities.
• Managed day-to-day processing and operations delivery, leading and motivating teams to deliver against KPIs.
• Maintained faultless quality control standards, resulting in reduced downtime and maximised revenue.
• Oversaw all aspects of department operations, from production and safety to equipment and performance management.
• Handled negotiations with outside vendors and service agencies to meet group needs.

• Launched IT Republic, a pioneering IT magazine, building partnerships with global tech leaders such as Microsoft, HP, Oracle, and Samsung, while managing editorial, marketing, and operational activities to drive regional market presence.
• Organized high-profile industry events, including the region’s first Linux summit in collaboration with Novell and Red Hat, and established exclusive media partnerships with Sun Microsystems ME and other IT solution providers.
• Built a marketing and communications department delivering tailored client solutions, including advertising design, web development, SMS campaigns, and interactive presentations, contributing to significant revenue growth.

• Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.
• Generated new leads and opportunities to maximise revenue.
• Established and maintained positive, profitable client relationships through effective communication.
• Contributed to continuous improvement of renewal processes, increasing customer retention levels against targets.
• Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.