Nor Hayati Hamzah
Registered Nurse
Petaling Jaya
Summary
Experienced healthcare professional with over two decades of distinguished experience in the field. Skilled in leadership, clinical excellence, and education. Extensive background in various roles including Country Clinical Representative for Renal Therapy, Nursing Educator, Clinical Research Associate, and HRDCorp Certified Trainer. Advanced qualifications in Nurse Education and Health Coaching. In-depth understanding of regulatory standards and quality improvement processes. Successfully managed complex accreditation and operational challenges. Passionate about fostering a culture of excellence and empowering nursing teams. Dedicated to achieving superior clinical outcomes through innovative strategies. Excited to contribute to and drive success within your organization.
Overview
28
28
years of professional experience
2011
2011
years of post-secondary education
2
2
Languages
Work History
Operation Manager
Can-Care Health Systems (M) Sdn. Bhd.
06.2024 - Current
- Collaborate with the area managers for seamless daily operations
- Ensure operations are cost-effective and aligned with business goals
- Coordinate operations during promotional periods across outlets and with distributors
- Maintain strong relationships with stakeholders, shareholders and potential recruits
- Work with sales, marketing, and finance teams to support business objectives
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Analyzed and reported on key performance metrics to senior management.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced operational risks while organizing data to forecast performance trends.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Outpatient Department Manager
Picaso Hospital
01.2024 - 05.2024
- Oversee daily operations of the clinic, ensuring smooth and efficient workflow
- Develop and implement clinic policies and procedures to improve operational efficiency
- Recruit, hire, train and supervise clinic staff, including doctors, nurses, and administrative personnel
- Ensure compliance with healthcare laws and regulations
- Coordinate with medical and non-medical staff to ensure quality patient care and services
- Monitor clinic budgets and expenses, and manage procurement of supplies and equipment
- Handle patient complaints and concerns, ensuring high levels of patient satisfaction
- Analyze and report on clinic performance metrics to senior management
- Develop and maintain relationships with other healthcare providers and insurance companies
- Ensure the clinic environment is safe and sanitary, adhering to health and safety standards
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
Clinical Instructor
Murni International College
10.2021 - 12.2023
- Responsible for accompanying students doing clinical internship at Hospital Pantai Sg Petani Kedah [3 month]
- Plan and organize learning opportunities/ activities for student to achieve the learning objectives
- Supervise Healthcare Assistant programme student at clinical setting
- Mentor 15 - 20 students as assigned
- Teach, guide and assess students in the clinical areas
- Inculcate positive attitudes in students through role modelling
- Supervised students during clinical rotations, providing immediate feedback on their performance and suggesting areas for improvement when necessary.
- Provided educational lectures and facilitated discussions on weekly basis.
- Developed comprehensive lesson plans to cover essential clinical skills, techniques, and procedures.
- Promoted critical thinking among nursing students by introducing complex case studies during lectures.
- Evaluated student progress through written exams, skill demonstrations, and clinical rotations, ensuring they met program requirements.
- Implemented new educational techniques to boost student comprehension while reducing learning time.
- Enhanced patient care by providing clinical instruction for nursing students in various healthcare settings.
- Fostered a culture of safety within the learning environment by emphasizing proper use of equipment, infection control measures, and patient privacy guidelines.
- Provided immediate and constructive feedback to students individually and as group.
Nursing Education Manager
Mahkota Medical Centre
11.2022 - 06.2023
- Provides educational leadership to the nursing team to enhance specialized patient care within established healthcare setting
- Develops, teaches, coordinates and evaluates educational programs with full accountability
- Initiates skills development programs within the parameters of established care models; monitors trends and implements educational strategies to ensure compliance with quality standards and parameters
- Participates in the clinical practices and educational programs for health care professionals/students
- Initiates ongoing educational activities and evaluation of the in-service training program
- Collaborates with clinical nurse manager to assess educational needs of staff, plan and provide continuous competency assessment of staff
- Collaborates with medical providers, patient care staff, and unit management in the planning, implementation, and delivery of educational curricula
- Educates technical and patient care staff in the use of new equipment, supplies, and instruments; coordinates in-service training and workshops for appropriate staff
- Responsible for audits and reports of the educational unit to ensure compliance with Ministry of Health (MOH), Statutory Regulations and Accreditation Standards as per policy/protocol
- Report to nursing leaders any issues of concern regarding the quality of patient care provided as well as any untoward incidents, which may have legal implications and or where staff disciplinary action may result
Clinical Research Associate cum Matron
Questra Clinical Research Sdn. Bhd.
05.2021 - 06.2022
- Coordinating with Sponsor & Investigator for ethic submission related document using National Medical Research Register platform and follow up until approval level
- Preparing, organizing, conducting and following up site, perform routine monitoring visit as per relevant study plan
- Motivating and training study team to ensure obligations in regard to study timelines and adhering to ICH GCP regulatory requirement
- Verifying the quality, accuracy and completion of source document against electronic data capture/EDC
- Follow up with site on serious adverse event reporting and guide through the process when needed
- Involves directly in Bioequivalence study as clinical person; recruit study volunteer, perform volunteer screening, blood taking, provides first aid
- Review and provide input on enhancement for standard operating procedure for clinical department of Questra Hospital
- Conducted clinical trial in accordance with protocol and recorded and monitored progress.
- Coordinated and scheduled protocol-related visits and required testing to demonstrate vigilance in patient safety, protocol compliance and data quality.
- Collaborated with clinical study site and sponsor to troubleshoot and provide solutions to study-related issues.
- Organized and maintained research study regulatory documents in site binder to maintain accuracy and integrity.
- Gathered and organized clinical trial documentation to meet rigorous standards for site approval.
- Reviewed data queries and listings and worked with study centers to resolve data discrepancies.
- Conducted initiation, monitoring and closeout visits to verify study procedures, regulatory documents and data completion.
- Facilitated timely resolution of issues through effective communication with investigators, sponsors, and other stakeholders.
- Developed strong relationships with investigators and site personnel to ensure ongoing compliance with study requirements.
- Assessed safety reporting requirements for each study, ensuring proper documentation and notification procedures were followed consistently.
- Traveled to investigative sites to conduct site qualification, initiation, interim monitoring and close-out visits to maintain and enforce regulatory compliance.
- Monitored safety of human subjects and oversaw consent procedures to comply with local and federal regulations.
- Supported the successful completion of clinical trials by proactively managing risks and addressing challenges throughout all stages of the study process.
- Maintained site monitoring schedules to facilitate effective communication with members of clinical team.
- Conducted meetings with sponsor representatives to discuss clinical study developments.
- Created and maintained database and records filing system to document data on specimen collection, processing and storage.
- Maintained comprehensive knowledge of applicable regulations and guidelines, ensuring full compliance throughout all stages of clinical trials.
- Ensured protocol adherence, conducting regular site visits and providing training to study staff as needed.
- Assisted in the preparation of regulatory submissions, supporting successful approval for clinical trials.
- Conducted thorough site feasibility assessments for potential clinical trial participation, identifying suitable sites for studies.
- Improved patient enrollment by developing and implementing effective recruitment strategies.
- Optimized patient retention rates by establishing rapport with participants and addressing their concerns promptly.
Clinical Manager - PD Therapy, Clinical Renal Specialist - Northern
Fresenius Medical Care Malaysia Sdn. Bhd.
10.2014 - 04.2021
- Identify new and follow up any potential business opportunities by being proactive in the PD/HD marketplace
- Responsible for Tenders and ensuring our response is professional and attractive
- Identify customer needs and provide appropriate resources through liaison with clinical, technical and sales teams within Fresenius Medical Care
- Provide PD training to clinical staff internal & external customers such as P3, AREP, BCM, POL, Sleep Safe
- Run education seminars for Dialysis patients
- Direct, advice and support in development, implementation and evaluation of dialysis therapy plans
- Served as a liaison between department leadership and frontline staff, relaying concerns and facilitating problem resolution.
- Assisted with budget management, monitoring expenses and identifying cost-saving measures without compromising care quality.
- Facilitated communication between patients, families, and healthcare providers to promote a collaborative care environment.
- Mentored nursing staff, fostering professional growth and development through targeted education initiatives.
- Coordinated continuing education programs for clinical staff to maintain licensure requirements and enhance professional competencies.
- Enhanced patient care by implementing evidence-based clinical practices and protocols.
- Streamlined administrative processes for efficient team coordination and improved patient outcomes.
- Conducted regular performance evaluations, providing constructive feedback and identifying opportunities for improvement.
- Managed staff scheduling, ensuring adequate coverage while minimizing overtime costs.
- Ensured compliance with regulatory standards by maintaining up-to-date knowledge of industry best practices and policy changes.
- Developed strong relationships with community partners to foster collaboration on health-related projectsinitiatives.
- Led quality improvement initiatives, analyzing performance metrics to identify areas for enhancement in patient care delivery processes.
- Participated in recruitment efforts, interviewing candidates and selecting top talent for open positions within the department.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Reviewed operational policies and recommended solutions and change to medical director.
Dean Faculty of Nursing, Nursing Lecturer
Allianze University College of Medical Sciences
11.2009 - 09.2014
- Create and maintain an environment conducive to teaching and learning, including oversight of allocation nursing faculty workload
- Facilitate monthly CNE for all staff
- Facilitate planning, implementation and evaluation of the nursing program to enhance educational quality, including curriculum and instructional delivery
- Actively monitor, evaluate and undertake actions on student's academic progress including activities outside campus
- Supervise lecturers during the teaching session give corrections where appropriate
- Establish the process of the setting of targets within the department and to work towards the staff's achievement (KPI)
- Assisting Examination coordinator to review analysis report of examination results and take appropriate actions
- Organize seminar/Workshop/Conferences National, University as well as Faculty levels
Nursing Lecturer
AIMST University
08.2009 - 10.2009
- Prepare and update teaching and learning materials such as teaching notes and slides for teaching presentations
- Prepare and vet questions for mid -term and final exams
- Mark and grade assignments/test/tutorial, exam, quiz to evaluate student academic performance
- Provide academic counselling to students regarding their absenteeism, supporting students through a pastoral/advisory role
- Preparing documentation for Nursing Board Examination according to requirement
- Supervising students at clinical area
Health Coach / Consultant for Intel Technologies Malaysia
Shepell fgi.
10.2008 - 07.2009
- Responsible for providing support & coaching in therapeutic lifestyle changes (wellness) base on Health Risk Assessment for Intel Technologist employee
Industrial Nurse
ASP Medical Clinic Sdn. Bhd.
12.2006 - 09.2008
- Perform duty as Health Nurse for factory employee
- Assist for insurance claims procedures
- Organize yearly health check, blood donation campaign & health education programs
Endoscopy Nurse In-Charge, Urology Nurse, Operating Room Nurse
Island Hospital
10.1997 - 11.2006
- Endoscopy Nurse: Assist Gastroenterologist for various diagnostic and therapeutic procedures including ERCP and insertion of biliary metallic stent
- Responsible for smooth running of Endoscopy Unit
- Urology Nurse: Assist Urologist for procedures done at the Urology Unit (stent insertion, removal, ESWL)
- Provided educational support to Urology patient and follow Urologist Ward round
- Operating Room Nurse: Assess patients prior to surgery (e.g., NPO status) and alleviate their concerns
- Gather all supplies needed for the operation
- Assume responsibility of keeping the operating room sterilized
- Position and prepare patient on operating table
- Assist surgeon during operation
- Monitor patient's vital signs to detect anomalies
- Evaluate patient in postoperative phases
- Assume duties within or out of the sterile field as assigned
Operating Room Nurse
Gleneagles Medical Centre
10.1996 - 09.1997
- Assess patients prior to surgery (e.g., NPO status) and alleviate their concerns
- Gather all supplies needed for the operation
- Assume responsibility of keeping the operating room sterilized
- Position and prepare patient on operating table
- Assist surgeon during operation
- Monitor patient's vital signs to detect anomalies
- Evaluate patient in postoperative phases
- Assume duties within or out of the sterile field as assigned
Education
Graduate Certificate - Nursing Education / Teaching
University of South Australia
Bachelor of Nursing - undefined
Edith Cowan University
Diploma - Nursing
College of Nursing, Hospital Lam Wah Ee
Skills
Clinical Excellence
Leadership and Management
Quality Improvement
Nurse Education
Health Coaching
Training and Development
Patient Advocacy
Cross-functional Collaboration
Stakeholder Engagement
Accreditation Preparation
Project Management
Educational Material Development
Clinical Research
Social Media Management
Operations management
Problem-solving
Customer service
Performance monitoring
Process improvement
Organizational management
Staff management
Operations monitoring
Data analysis
Operational efficiency
Inventory management
Strategic planning
Workflow optimization
Incidents management
Document control
Forecasting and scheduling
Data management
Supply chain logistics
Budgeting and forecasting
Process flows
Cost reduction
Policies and procedures implementation
Process improvements
Trainingsandcertificates
- Train The Trainer, HRDF Malaysia, 06/01/19
- Health Coach Accreditation, Certificate of Graduation from Shepell.fgi, 06/01/09
- PD Home Therapy Attachment, Fresenius Medical Care Australia, Warwick Healthcare Centre, AUS, 09/01/18
- FME-AP Academy of Management Excellence 1 (FAME1), 06/01/18
Skills
Clinical Excellence, Leadership and Management, Quality Improvement, Nurse Education, Health Coaching, Training and Development, Patient Advocacy, Cross-functional Collaboration, Stakeholder Engagement, Accreditation Preparation, Project Management, Educational Material Development, Clinical Research, Social Media Management
Educations
- Graduate Certificate in Nursing - Nursing Education / Teaching, University of South Australia, AUS (KPJIC), 06/01/10
- Bachelor of Nursing, Edith Cowan University, AUS, 07/01/05
- Diploma in Nursing, College of Nursing, Hospital Lam Wah Ee, Penang, MY, 09/01/96
- Good Clinical Practice (GCP) for Clinical Trials with Investigational Drugs and Biologics (ICH Focus), 08/01/19
Accomplishments
- Successfully passed internal and external audits with zero non-conformities, ensuring adherence to MDA and ISO 13485 standards.
- Led the redesign of workflow processes, reducing customer service response time by 30% and enhancing client satisfaction.
- Integrated digital tools for real-time performance tracking, enabling more informed decision-making and improving operational transparency.
- Reduced aging stock by 18% through proactive planning and coordination with suppliers, ensuring efficient inventory turnover.
Timeline
Operation Manager
Can-Care Health Systems (M) Sdn. Bhd.
06.2024 - Current
Outpatient Department Manager
Picaso Hospital
01.2024 - 05.2024
Nursing Education Manager
Mahkota Medical Centre
11.2022 - 06.2023
Clinical Instructor
Murni International College
10.2021 - 12.2023
Clinical Research Associate cum Matron
Questra Clinical Research Sdn. Bhd.
05.2021 - 06.2022
Clinical Manager - PD Therapy, Clinical Renal Specialist - Northern
Fresenius Medical Care Malaysia Sdn. Bhd.
10.2014 - 04.2021
Dean Faculty of Nursing, Nursing Lecturer
Allianze University College of Medical Sciences
11.2009 - 09.2014
Nursing Lecturer
AIMST University
08.2009 - 10.2009
Health Coach / Consultant for Intel Technologies Malaysia
Shepell fgi.
10.2008 - 07.2009
Industrial Nurse
ASP Medical Clinic Sdn. Bhd.
12.2006 - 09.2008
Endoscopy Nurse In-Charge, Urology Nurse, Operating Room Nurse
Island Hospital
10.1997 - 11.2006
Operating Room Nurse
Gleneagles Medical Centre
10.1996 - 09.1997
Bachelor of Nursing - undefined
Edith Cowan University
Diploma - Nursing
College of Nursing, Hospital Lam Wah Ee
Graduate Certificate - Nursing Education / Teaching
University of South Australia