Reem Alotaibi

Senior Supervisor at Dallah Hospitals 

• Saudi Arabia
• My current job since January 2009

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