Complaint Officer
Abu Dhabi Telemedicine Center - Abu Dhabi, UAE
Total years of experience :9 years, 9 Months
Conduct post-visit surveys with patients to gather feedback for further actions
by the management, facilitating continuous improvement and enhancing
patient satisfaction.
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Handle the patients complaints professionally and efficiently, investigating and
resolving issues promptly.
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Collaborate with internal teams and various hospitals to implement solutions for
recurring issues, promoting continuous improvement in service quality.
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Escalate any reported issues to team leaders to ensure caregivers are
educated to prevent future service issues.
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Conduct equality one-on-one sessions with caregivers to provide guidance on
correct workflows, minimizing further complaints and issues.
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Initiate SMS blasts/campaigns to patients who contacted our call center, to
evaluate our services, and reach out to patients who provided negative ratings
to ensure their issues/concerns were addressed promptly and that they were
satisfied with the resolution.
Respond to patients' inquiries and concerns through various channels, ensuring
accurate information and assistance.
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Manage the patient's appointments across all Mubadala Health facilities,
providing up-to-date information on medical services and available
clinics/doctors.
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Assist the patients in booking appointments with the appropriate clinic/doctor
based on reported symptoms, ensuring timely and accurate scheduling.
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COMPLAINT OFFICER, 02/2022 - Current
Abu Dhabi Telemedicine Center, Abu Dhabi, UAE
Conduct post-visit surveys with patients to gather feedback for further actions
by the management, facilitating continuous improvement and enhancing
patient satisfaction
Led research to identify new markets and customer needs, approaching new
service providers to expand our offerings.
•
Arrange business meetings with potential clients, to present our services and
benefits as the company's representative.
•
Support the procurement department by assisting in contract creation,
providing contact information, and obtaining necessary signatures from
business owners.
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Create comprehensive reports by gathering and analyzing all required
documents and information from clients.
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Develop individualized pages for each vendor, detailing products/services
descriptions and operating hours, and establish specific delivery zones.
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Generating upload files for each vendor, ensuring the accuracy of pricing,
product/service images, and descriptions before uploading them to the online
platforms.