Monalisa Watfa PharmD, GMBA is a healthcare professional with 22 years of experience in the Middle East and North Africa, specializing in patient experience enhancement, strategy development, and operations improvement. She has held senior leadership roles in top healthcare organizations, gaining expertise in vision development, process optimization, medical tourism, and managing healthcare services across both public and private sectors. In addition to her leadership experience, Monalisa previously owned a retail pharmacy and holds a Global MBA and a Doctorate in Pharmacy.
Throughout her career, Monalisa has been instrumental in shaping patient experience strategies for renowned institutions such as Cleveland Clinic Abu Dhabi, Saudi German Health Group, and SEHA. She has developed and deployed patient experience frameworks, conducted comprehensive gap analyses, and led initiatives to improve service standards. Under her leadership, these organizations successfully implemented new patient scheduling processes, clinic management workflows, and service standards for thousands of employees, resulting in a more consistent and high-quality patient journey.
In addition to her patient experience work, Monalisa has a proven track record in operations management. She has restructured organizational models, optimized resources, and established new KPIs to drive clinical and non-clinical performance. Her leadership in setting up contact centers, enhancing digital services, and engaging stakeholders has further reinforced her status as a leading figure in healthcare management across the region. With experience spanning primary, secondary, and tertiary care, as well as retail pharmacy, Monalisa brings a comprehensive and strategic perspective to healthcare operations and patient care.