Mohamed Ahmed Asem

• Supervises customer service/Call Center & Front Office representatives.
• Customer and Partner Listening
• Influence and Land Customer Health Improvements
• Drive Satisfaction Improvements
• Ensures customers receive the quickest service possible.
• Assists representatives in handling disappointed customers.
• Close monitor Interactions from the Customer Service/Call Center & Front Office supervisors with customers using phone, fax, email, the company website and in person.
• Provides assistance to representatives during extremely busy times.
• Ensures that customer service/Call Center & Front Office representatives follow all company policies and procedures when dealing with customers.
• Monitor the Customer Service/Call Center & Front Office supervisors process of Collecting customer payments & refunds
• Monitor customer complaints cycle to upper management when necessary.
• Generates reports for upper management.
• Helps create, update and maintain call script for representatives.
• Maintains database of customers for follow up.
• Ensures a seamless process flow from the customers initial order to the delivery of products and services.
• Reviews customer evaluations in regards to service representatives work and looks for areas that need improvement.
• Trains newly hired customer service/Call Center & Front Office representatives.
• Approves employees time sheets for payroll.
• Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
• follow up on Training of Customer Service/Call Center & Front Office representatives on new product and service offerings as well as special sales and promotions.
• Analyzes the results of direct mail marketing and email campaigns.
• Helps develop new products, services and promotions based on customer preferences.
• Participates in the formulation of the companys strategic plan.
• Manage Customer Communications & Strategies

• Supervises customer service/Call Center & Front Office representatives.
• Customer and Partner Listening
• Influence and Land Customer Health Improvements
• Drive Satisfaction Improvements
• Ensures customers receive the quickest service possible.
• Assists representatives in handling disappointed customers.
• Close monitor Interactions from the Customer Service/Call Center & Front Office supervisors with customers using phone, fax, email, the company website and in person.
• Provides assistance to representatives during extremely busy times.
• Ensures that customer service/Call Center & Front Office representatives follow all company policies and procedures when dealing with customers.
• Monitor the Customer Service/Call Center & Front Office supervisors process of Collecting customer payments & refunds
• Monitor customer complaints cycle to upper management when necessary.
• Generates reports for upper management.
• Helps create, update and maintain call script for representatives.
• Maintains database of customers for follow up.
• Ensures a seamless process flow from the customers initial order to the delivery of products and services.
• Reviews customer evaluations in regards to service representatives work and looks for areas that need improvement.
• Trains newly hired customer service/Call Center & Front Office representatives.
• Approves employees time sheets for payroll.
• Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
• follow up on Training of Customer Service/Call Center & Front Office representatives on new product and service offerings as well as special sales
and promotions.
• Analyzes the results of direct mail marketing and email campaigns.
• Helps develop new products, services and promotions based on customer preferences.
• Participates in the formulation of the companys strategic plan.
• Manage Customer Communications & Strategies

Supervise daily administrative operations
• Monitor expenses and suggest cost-effective alternatives
• Create quarterly and annual budgets
• Develop and implement effective policies for all operational procedures
• Respond to the inquiries from doctors, healthcare unit and nurse.
• Maintain organized medical and employee records
• Monitor administrative staffs performance
• Supervision on the train of the new staff
• Resolve potential issues with patients
• Make work calendars along with Health Services Managers.
• Handle any issues without damaging the institutions reputation
• Represent the institution positively in both online and offline platforms
• Handle healthcare records and patient data analytics
• Motivate employees to deliver their best for patient care

1-Supporting, training, and supervising front office staff. 2- Ensuring that all patients-related tasks are handled accurately and on time to improve patients experience. 3- Handling patient complaints and special requests. 4- Scheduling staff shifts and managing other HR-related tasks. 5- Maintaining an orderly appearance throughout the reception area. 6- Monitoring stock and ordering office supplies, including stationery and information leaflets. 7- Preparing monthly management reports on patient feedback, bookings, and cancellations. 8- Managing the departmental budget. 10- Maintains working relationships and communicates with all departments. 11- Evaluates the job performance if each front office employee. 12-Works within the allocated budget for the front office. 13- Ensure implementation of all hospitals policies and rules. CRM Manager Customer RelationShip Management Manager. 1 Create-the strategies and activities to manage the organization interactions with the current and potential Customers. 2 Respond to patient inquiries regarding physicians and services. 3 Respond to patients complaints regarding hospital services and ensure that concerns are handled properly. 4 Continuous coordination between patients, medical staff and all emergency workers when needed. 5 Help in the development of the department by suggesting and contributing to its developmental strategic plan and preparing and following up the implementation of operational plans to ensure their balance with the administrations objectives. 6 Pre-rounds that include monitoring and assuring compliance of patients room with hospital standards in term of cleanliness and tidiness that will meet the
patient satisfaction. 7 Conducting a survey for patients about their satisfaction with the services provided to them. 8 Manage all the admistrative and operational components for the call center 9-Managing the front office, call center and customer service team

1-Participate in recruiting, training, mentoring, coaching and management of new and current admissions nursing staff, while enforcing policies and proper protocol 2-Ensures patients are admitted in accordance with hospital policies and procedures 3-Provides case management services. 4-Develops and achieves departmental goals and objectives by gathering patient, demographic, insurance and financial information. 5-Prepares budgets to enable admissions department to meet financial goals, keeps track of expenditure and beds and enforces corrective action when necessary. 6-Manages bed availability and occupancy to maximize bed occupancy and patient traffic according to hospital and federal regulations and guidelines. 7-Reduces admissions conflicts and discrepancies by collaborating with physicians and assigns beds according to priority. 8-Performs regular audits to ensure proper handling and accuracy of all patient data to ensure revenue for hospital. 9-Communicates with patients, their families, proxies and admitting staff to ensure rules, regulations and procedures are followed. 10- Improves delivery of patient care by integrating admissions procedures with other care staff, including working with various hospital. 11- Continuously works to achieve hospital goals. Accepts ownership for actions and decisions, accomplishments and actively explores new opportunities on the job to enhance skills and knowledge

1-Supporting, training, and supervising front office staff. 2- Ensuring that all patients-related tasks are handled accurately and on time to improve patients experience. 3- Handling patient complaints and special requests. 4- Scheduling staff shifts and managing other HR-related tasks. 5- Maintaining an orderly appearance throughout the reception area. 6- Monitoring stock and ordering office supplies, including stationery and information leaflets. 7- Preparing monthly management reports on patient feedback, bookings, and cancellations. 8- Managing the departmental budget. 9- Updating files and records. 10- Maintains working relationships and communicates with all departments. 11- Evaluates the job performance if each front office employee. 12-Works within the allocated budget for the front office. 13- Ensure implementation of all hospitals policies and rules. 14- Monitor all V.I.P s special patients and requests

Trains, cross trains, and retrains all front office personnel. Participates in the selection of front office personnel. Schedules the front office staff. Supervises workload during shifts. Evaluates the job performance if each front office employee. Maintains working relationships and communicates with all departments. Verifies that accurate room status information is maintained and properly communicated. Resolves patient problems quickly, efficiently, and courteously. Upholds the hospitals commitment to hospitality. Prepare performance reports related to front office. Ensure implementation of all hospitals policies and house rules. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. Prepare revenue and occupancy forecasting. Monitor all V.I.P s special patients and requests.

Giving new patients paperwork to fill out, putting together their medical charts, and verifying their insurance information. Answering telephones and emails as well as common questions about surgical times, appointments, and instructions. Preparing patients bills and sending them to the specific insurance company. Assisting patients with their documents and sign-in procedures. Scheduling patients appointments and surgeries, sending reminders to patients, and scheduling emergency and add-on surgeries. Ensuring adequate preparation for surgeries by scheduling the necessary equipment and procedure rooms and maintaining the surgical inventory. Understanding surgical procedures, such as the necessary time a surgery takes and the medical staff necessary, in order to properly maintain a surgical schedule. Providing patients with pre and post-operative instructions. Managing surgical documents, gathering and inputting patients information, and entering post-surgery data into patients records. Ensuring all surgical cases are scheduled in a timely manner in accordance with the Physician or Surgeons directions.

Develop PR campaigns and media relations strategies Collaborate with internal teams (e.g. marketing) and maintain open communication with senior management Edit and update promotional material and publications (brochures, videos, social media posts etc.) Prepare and distribute press releases Organize PR events (e.g. open days, press conferences) and serve as the companys spokesperson.