Customer Services Team leader
Rashid Hospital (DHA)
مجموع سنوات الخبرة :10 years, 11 أشهر
Organizing workflow and ensuring that employees understand their duties or delegated tasks.
•Monitor staff performance and provide constructive feedback and training.
•Setting goals for performance and deadlines in ways that comply with company's plans and vision.
•Manage large amounts of inbound and outbound calls in a timely manner.
•Adhere to and manage the approved budget.
•Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
•Improve customer service experience, create engaged customers.
•Analyze statistics and compile accurate reports.
•Recruit, mentor, develop customer service agents, and nurture an environment where they can excel through encouragement and empowerment.
•Keep records of all conversations in our call center database in a comprehensible way.
•Maintain an orderly workflow according to priorities.
•Coordinate Staff Monthly Duties.
•Handle patient appointments.
•Responsible for the Radiology department ensuring smooth day-to-day operations including appointments, call center, billing and cashiering.
•Identifies staff training needs and arranges schedules as and when needed.
Accountable for the performance management process and ensures coaching and mentoring are done to develop the Patient. Admin Coordinators and Patient Administrators.
•Conducts performance management if required with the Human Resource Department. Also ensures that feedback is given appropriately and within time frames agreed to.
•Plans, regulates and manages the Front Office staff overtime is within budget parameters and ensures that prior and proper authorization from management is received.
•Responsible for managing escalated concerns by the Patient Admin Coordinators and acting as the information source for the Front Office Department.
•Manages employee relations issues and escalates to the Human Resources Department when required.
Bringing new business and following up on existing clients to achieve defined targets.
•Search for ways to develop sales movement
•Process new accounts for upper mass customers.
•Receiving customer complaints and find solution to overlook these problems later.
Handled daily data entries, income/sales reports, sales receipts and bank account transactions.
•Coded payables/receivables, produced invoices and assisted in preparing monthly financial reports
•Performed various routine adjustments to company documentations, records and logs.
•Double-checked accounting reports, verified invoices and various documents for accuracy later.
•Balanced entries, organized documents, debits and credits.
•Prepared supporting documentation for auditing whenever customers or auditors required.
courses: Internet & E-mail Applications. •Human development Course
courses: Training Courses: •Assertiveness in the workplace from BMJ institute (British Medical journal). •Workload and Time Management, BMJ institute. •How to get the best out of your team, BMJ institute. •Managing others through change, BMJ institute. •Customer Relationship Management Diploma from EDX Institute. •Quality and safety in healthcare – systems, BMJ institute. •Diploma in Leadership Management. •Building professional relationships •Dealing with conflict •Preparing a Healthcare Business Case. •Hospital presentations: alcohol and substance dependence, BMJ institute. •Introductory module: Your role and rights as a BMA representative •(Mandatory) BMJ institute. •Career Planning, BMJ institute. •Negotiating and influencing, BMJ institute. •English Conversation Diploma (British Council, Dubai) 2013. •Electronic Accounting (Peach Tree
Bachelor degree of Commerce (Business Administration).