Customer-service Manager / Medical-record Manager / Insurance In-charge
Alia International Hospital
Total years of experience :8 years, 10 Months
Alia International Hospital
Customer-service Manager / Medical-record Manager / Insurance In-charge
From: 1 May 2012 - Jan 2014
• Supervising and managing all duties of CS & MR Departments.
• In charge of setting up policies & procedures for CS & MR Departments (in cooperation with HR department)
• In charge of implementing Policies & Procedures in the hospital.
• Setting up C.S annual Plan for the hospital according to the patient satisfaction surveys, as well as periodic evaluation of the performance of staff.
• Assist and cooperate top management and department heads in a lot of objectives in common or overlapping between sections so that the best level coordination.
• Follow-up and solve all the financial problems related to the billing system in coordination with the Finance department and Information Systems Department in order to reach the best and the most professional accurate billing system work and information record also.
• We do regular meetings to the customer service department to discuss about the developments in addition to listening to everything going on their minds and what are the best ways to develop the service from their point of view by virtue of direct close contact with customers and the clarity of the image larger for them.
• Do staff training on an ongoing basis through monthly meetings so that guarantee to improve and develop a way of thinking, behaviour, attitude, appearance, courteous and loyalty.
• Focus primarily on providing a strong call centre department ensures the delivery of the desired image of the hospital as the best as well as to respond to everything that goes on in the head of client questions and inquiries.
• I am within a year configure a strong professional customer service team and special can take responsibility and has an active role in the qualitative leap and the remarkable progress it has reached the hospital in this period.
• I've established a Call center has been relied upon heavily in the marketing of all hospital services
• I've established also an office of get insurance approvals and provide advisory services and information for patients, in order to speed up the service and make it more quality. as well as the focus and attention to insurance patients to ensure that attract the largest number of them.
• Work to improve marketing and business thought to our customer service staff taking into account the ethics and principles that should be available to all employees in the field of medical services.
• Constant communication with the marketing department, especially with regard to external events so that we provide marketing campaigns overseen by the marketing department at the best customer service staff under the banner of all work as a team.
• Discussions work with the marketing department to deliver what we take away from observations, complaints and suggestions from our customers, therefore the marketing team can make offers and surprises meets the customer expectations.
• Organizing monthly staff meetings with the doctors as well as nursing administration to raise the level of medical culture, as well as linguistically so we also focus on medical terminology.
• I am the person directly responsible for negotiating with all insurance companies in the event of ordinary problems, doctors abuses, organizing training sessions from insurance companies to our staff.
• Negotiate about modifying the old contracts in the case of the unfairness of these contracts, as well as negotiating with insurance companies in the event of the introduction of new services to the hospital.
• Enter into negotiations with new insurance companies and signing of new contracts to work together.
• I held more than an agreement between the foreign companies which's have a large number of uninsured employees in Kuwait and has these companies send all their patients to us have been affected in the General Hospital of the intake significantly.
• Have implemented policies and clear and important regarding the medical records department relies mainly on speed, confidentiality, accuracy, organization, as well as commitment.
09 Clinic
Customer-service Manager / / Insurance In-charge
• I founded Department of Insurance and I am contracted with insurance companies where the center was based on Cache patients only.
• I'm in coordination with the senior management of the work of many presentations to more than one place has met with considerable success.
• We have restructured the entire customer service department, has been appointed new staff and end the services of a number of non-qualified staff as well as we have established a strong call center.
• I have not continued to work there only 3 months where I received to work in the international burden Hospital I have preferred to go to work in the hospital because it's going to be a favourable opportunity to increase my experience and friction larger and deeper knowledge in the field of medical service in the private sector.
• Although it was a short experience, but it has affected my career many of the experiences that I benefited them at a later time.
SAIPEM ENI
Medical insurance coordinator
Jul 2011 - Feb 2012
• I was the link between the company and Allianz (one of the largest insurance companies in Europe and the world)
• Send claims of patients by specific system where invoices are grouped and medical reports and prescriptions as well as the results of laboratory and X-ray and then we were sending an Allianz company to collect the value of these bills later in the company's account..
• In the absence of the doctor in charge in Kuwait I was I covered his duties where I was, in coordination with the various hospitals and clinics in Kuwait for more than a thousand employees were always in need of medical services 24 hours a day..
• Receiving bank account statements based Allianz depositing the staff's medical expenses, and review each process separately
• doing the reconciliation..
Dar Al-Shifa Hospital
Customer-service Supervisor // complaint officer
Jan 2005 - May 2011
• Follow up the daily work in the hospital and follow-up rates of increase and decrease in the patient flow.
• Follow up and observe the performance of employees accurately and reporting to Head of Department.
• Solve all the problems faced by our customer service staff both with patients and colleagues in other divisions
• Receive all complaints of customers and carefully studied and re-contact them and discuss their grievances and thus resolved and work on access to the full satisfaction of patients, and at the end of each month we raise statistical report of the total output of these complaints.
• Follow-up patient satisfaction surveys through the study and communication with patients and then do accurate statistics and submit its findings to senior management.
• Organize periodic staff meetings to discuss the developments and problems on a regular basis and consistent with the provision of a summary of the most important points extracted from each meeting.
• Evaluating the performance of the staff of customer service and follow-up functional behavior daily continuously.
• Staff schedule plan and time-division manner that ensures a good distribution between sections and at the same time lack of help from the number of employees more than necessary in order to save expenses.
• Review all cancelled invoices for the patients after receipt from the staff and making our Investigation accurately about each invoice before cancel it.
• Follow-up attendance to the staff of the department and the extent of their commitment.
• Evaluating the overall shape of the staff and the extent of public interest in appearance, hygiene and clothing, as well as the smell and respecting uniforms.
• For night shift, we consider as the duty manager with all the powers and authorities
• I've been a member of the hospital team participating in the Canadian accreditation and worked in a team to work for more than three years and earned the team that I were within its ranks for first place on the honor roll more than seven other teams.
2003 B. A.achelors in Oriental Languages (Hebrew Lang.-Semitic Lang.) - Faculty of Art / Mansoura University