Customer Service Director
Taiba Hospital
مجموع سنوات الخبرة :16 years, 11 أشهر
Directing Front Office, Call Center, and Customer Service Departments.
Developing and implementing new plans concerning said departments.
Attending and participating in hospital development/Quality committees.
Directing the Department HR needs
Handling Daily Administration and management Tasks.
Interviewing and Hiring New staff.
Daily Unit Problem Solving.
Follow up on Medical Complaints.
Head of department Meeting and Presentations.
Managing Following Units:
1. Admission/Discharge:
10 Officers
1 Supervisor
Implementation of In Patient system
Liaising with Finance Manager on daily bases for all monetary issues.
2. Patient Relations:
8 Officers
1 Supervisor
Customer Service training.
Set up of the unit (In, Out, and VIP patient officers).
Problem Solving and Follow up on Medical complaints.
3. Reception:
36 receptionists
3 Senior Staff
1 Supervisor
IT system follow up.
Problem Solving follow up
4. Call Center (Out Source) Operations:
2 Coordinators
Daily issues and Problem related to Center.
Coordinating between Center Management other departments heads.
Safety Committee:
Member of the Committee.
Policy and Procedure Committee:
Member of the Committee.
Acomplishments: Developed the Departments policies and procedures.
Developed all Job Descriptions.
Took on the responsibility to Organize and help the Call Center to Work properly by liaising with all concerned Departments as well as train their agents on site.
Managed new system implementation
Handled Customer Service Training for staff.
Managing patient services and quality, Supervising staff, problem solving,
And setting up customer service offices in multiple clinics Mainly The German Medical Care Center.
•Responsibilities
Managing, Supervising & Training operators on computer system.
Call etiquette, customer service & problem solving as well as interview & selection process of new staff.
•Accomplishments:
Setup new call centre, help with installation of new computer system.
Train staff on new programs. Establish a system for daily reporting, monitor and report on call centre individual & overall performance.
•Responsibilities
Managing Reception and Guest Relation Departments were added to my duties.
•Accomplishments:
Developed Policies and procedures, and Created a staff manual.
Developed a new customer questionnaire.
Recruited staff for the reception department.
Became a founding member of the Hospitals development team.
•Responsibilities:
Mostly Customer Service. Making Rounds and visiting in-patients, handing Out surveys and questionnaires to patients, collection of surveys and studying them Solving issues arising in surveys, troubleshooting problems in clinics and wards.
•Accomplishments:
Started educational classes for the Reception staff including health issues, medical terminology, good PR and little tips on avoiding problems.
Started Arabic/ Kuwaiti language classes for nurses to better help them communicate with patients. Gave Communication lessons to Nurses.
•Responsibilities:
Maintaining member database and the Contact ratio for members. Contacting members on their birthdays and anniversaries, establishing good Public Relations with Club members and the Hotel. Increasing sales for the hotel restaurants and the club. Major problem solving. Basically becoming the link between the Hotel, the Club and the client.
•Responsibilities:
Marketing and selling the Privilege Club Card to clients over the phone
Attending public exhibitions to acquire Marketing leads.
•Responsibilities:
Answering all incoming calls from the Middle East clients, solving problems for non-English speakers, reviewing all Arabic correspondence, performing some clerical work.
•Responsibilities:
Database entry, maintaining appointment Interpreting for patients and doctors. Troubleshooting and problem solving.
Achieving Excellence through System Integration & Deep Dive into Patient experience
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