Conact Center Supervisor
Cleveland Clinic AbuDhabi
Total years of experience :17 years, 10 Months
• Provides supervisory support for contact center agents in the execution of duties, answering questions, resolving complaints and providing guidance as require
• Pro-actively identifies issues and seeks to address these or escalate as Contact center Manager
• Ensuring compliance with policies and processes for Patient Information Representatives May have overall responsibility for a shift including workforce management
• Supports the Manager Supports the Contact Center Director in the scheduling of agents and workforce management
• Ensuring Patient Information Specialists understand and meet the requirements of all KPIs.
• Responsible for the induction and training of new Contact Center Patient Information Specialists
Knows and can clearly articulate CCAD products, services, location and opening hours, educating Patient Information Specialist as required.
• Reviews the quality of work of Patient Information Specialists to ensure they are answering calls in a timely, friendly and professional manner, assessing needs and accurately referring callers to relevant departments or services within CCAD as required.
• Ensures all reporting and metrics are completed by Patient Information Specialists
Supports the work of Patient Information Specialists, answering calls as required to meet Department KPIs and to ensure a quality patient experience
Uses required technology appropriately
• Supports the follow-up work of Appointment Schedulers, providing advice and guidance and links to the Finance Department as required
• Required to work collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient experience
• Supports the handling of international patients including coordination, follow-up and understanding of the international insurance business programs
Sr. Co-oredntator Nurse
P.P.L (Physician Patient Liaison): Job prescription: A registered professional nurse whom provides limited advice to patients of OPD, this advice includes but not limited to, directing patients to the correct clinic for their complains or queries, and providing lab results that are within normal limits, and patients education. Prioritize messages from the PRR (patient’s relation representative) and problem solving.
In addition to that working as in charge nurse (since 1/2013) in the call center, supervising a large team of qualified nurses and Patient relations Representatives in a call centre environment.
•Monitor the service level, agents’ productivity and make sure of delivering excellent service to the patients.
•Work with managers to solve any patient issues and solving his problems.
•Ensure all basic daily tasks are completed accurately.
•Prepare the end of day/week/month reports to hospital board.
.Ensure all staff follow all procedures.
this hospital is contained 450 beds. I worked as a senior nurse in Oncology Department (contained 35 beds); it’s compound with the Oncology clinic (45 case/day).
Summary of duties: Taking observation, health assessment and care planning for patients, checking DDA, caring patients with cancer, doing all other nursing procedure like preparing and administrating medications, chemotherapy administrating, documentation, and help doctor to do his procedures.
I worked as Staff Nurse in ICU-CCU wards (7 beds).this hospital is contained 125 beds
Summary of duties: Taking observation, health assessment and care planning for patients, checking DDA, caring patients with acute medical conditions, doing all other nursing procedure like preparing and administrating medications, O2 administrating, documentation, and help doctor to do his procedure.
It's contained 125 beds. I worked as Associated Nurse for I worked in ICU-CCU wards (7 beds).
#Summary of duties:Taking observation, change position, pre/post-operation care and associates staff nurse in the most of his duties like preparing and administrating patient's medication, dressing etc.
it is govremental university,Mutah University was established on 22-3-1981 as a national institution for both military and non-military higher education at Mutah in the Al-Karak Governorate. The twelve non-military colleges house forty eight undergraduate programs, twenty nine M.A programs, and five Doctoral programs meeting the needs of seventeen thousand students besides hundreds of military cadets and officers in the military campus. The number of alumni is well over forty thousand. Mutah University has a faculty of five hundred and fifty highly qualified embers and a staff of two thousand and three hundred people.
Al- Balqa' Applied University (BAU) was founded in 1997, a distinctive state university in the field of Bachelor and Associate degree Applied Education, at the capacity of 47,500 student distributed into 32,000 at the Bachelor degree program and 15,500 at the Associate degree program. it is the advantage of education, applied at the level of bachelor's and diploma, and in particular in the areas of engineering, and overwhelm the overall character of scientific specialties. BAU’ s offered certificates in the academic degrees (Associate , Bachelor , Master’s and Doctorate’s degree certificates ) to different majors accredited by the Council of Higher Education in Jordan , the Arab Association of Universities and all of the Local and International Academic Corporations . BAU is looking for providing Training and Continuous Education opportunities in different Applied , Human , Natural and Art Sciences fields to students , employees and all society categories that contributes in developing knowledge and supplying the community with specialists trying to solve its economic and social problems on both the local and the international level .
