Senior Supervisor
Dallah Hospitals
مجموع سنوات الخبرة :15 years, 4 أشهر
Management of call center department employees and follow-up on service
level and call quality.
Follow-upon the rate of loss of calls and calls received and the percentage of
scheduled appointments reserved.
Assess the level of female employees and the level of communication with the
patients and applying communication skills.
Follow-upon doctors' monthly schedules and add them to the system.
Follow-upon the appointment booking policy.
Follow-upand resolve the complaints of the patients.
Follow-upemergency cancellations of appointments for doctors and follow-up
compensation for all patients.
Follow-upconfirmation and appointment reminders for patients.
Follow-upcontacts with patients who did not attend on their appointments
and provide them with alternative and appropriate appointments.
Follow-uponcontact requests for appointments sent onthe hospital's website.
Daily and monthly reports for the call center department (call report, reply
rate, appointment booking rate, cancelled appointment report for doctors,
appointment report confirmed to patients - appointment requests report sent
on the hospital's website)
Holdregular meetings with doctors to discuss the patients' complaints and
work to resolve them and develop the services provided by the call center.
Notable Achievements
Establisha specializeddepartmentinoutgoingcallsas wellas inthe preparation
andprogrammingof doctors'clinicson the hospitalsystemand makealldaily
andmonthlyadjustmentsand followup allcustomerrequestsonthe hospital's
websiteandprepare theirreports.
Establishmentof a contactgrouptocontactpatientswhohavenot beenableto
attend, findout the reasonsfor this andprovidethemwithappropriate
appointments
Establishmentof a contactgrouptocontactthe patientsafter visitingthe
hospital andassessingthe levelof service.
Establishmentof a contactgrouptoreceivepatientscalls(chronicdiseases)and
tore-exchangemedicinesby telephone.
Establishment of acontact group toremind and report on childvaccination times.
Establishmentof a reminderservicefor patientsby automatedcommunication
andthe possibilityof confirmationand cancellation