Customer Service & Quality Control Agent
NokNok
Total years of experience :9 years, 3 Months
• Communicated with all existing and potential customers by covering all channels, including app chat, phone calls, and WhatsApp as well as various NokNok parties such as the drivers to ensure timely delivery to the correct location as well as the warehouse staff, Area Operations Managers, and Fleet managers whenever an issue arises
• Handled and solved all customer issues including receiving wrong items, incorrect change, damaged items, drivers deviating from the correct customer approach or address
• Handled filling in the incident reports for all the encountered customer issues while ensuring that customers are compensated according to policies and procedures
• Investigated the source of the problems encountered by customers to identify the responsible parties and resolve the issues in a matter that pleased the customer while ensuring that such incidents do not reoccur
• Assisted customers with the placement, modifications, and cancellation of orders (while attempting to persuade customers to reconsider cancellation)
• Recorded actionable insights and data for the business to ensure that the consumers voices are heard, and adjustments are made
• Prepared and published timely monthly Provider Payments Reporting, while maintaining confidential information about clients medical histories
• Coordinated the preparation of regulatory reporting, while reviewing medical records as needed to verify accuracy of claims before they were processed
• Coordinated with the related officers and confirmed figures, reports and anomalies.
• Researched technical accounting issues for compliance.
• Supported month-end and year-end close process
• Ensured quality control over financial transactions and financial reporting, while reviewing claims, hospital bills, physician notes and data to devise and refine procedures in order to identify and resolve billing errors
• Performed daily ADS routines as assigned, this includes loading patients specific and compounded medications including chemotherapy drugs, and restocking while supporting and helping RNs in performing discrepancy resolution
• Assisted pharmacists with Narcotic inspection and audit, and troubleshot/reported ADS issues (e.g., medication jams) while picking up orders and requests and making stat deliveries to patient care areas when requested
• Restocked medication and IV dispensing areas, rotated stock to ensure use before the expiration date, and refunded drugs in appropriate locations after checking the integrity and expiration date while assisting in ordering, receiving, unpacking, and storing pharmaceuticals and supplies in appropriate locations
• Performed ADS expiration audit as per the assigned schedule and reported discrepancies to the Business Unit Manager of the Pharmacy Department while repackaging bulk medications in unit dose packages and re labeling high alert medications and look-alike drugs according to the preset guidelines
• Attended nursing station and provided clerical and administrative support to clinical staff while completing all appropriate and necessary documentation for admissions, transfers, and discharges of patients
• Prepared routine forms needed for various activities such as store requisitions while placing requisitions to secure unit and nursing station requirements, receiving the requested supplies and stocking them in an organized manner according to standards.
• Requested units daily store including medical and stationary supplies, and charged supplies and billing procedures used on patients while performing regular inventory checks to ensure all supplies were within expiry limits
• Answered intercom, telephone calls and redirected them to the concerned person while greeting and welcoming patients and visitors, and assisting them whenever needed