Customer Service & Patient Relation Manager
Kingdom Hospital & Consulting Clinics
Total years of experience :10 years, 10 Months
Dealing with all client's concerns and complaints, responding to patients' complaints, and ensuring that they are provided with a positive experience while they are being treated. Coordinating with the department heads and organization directors to provide the best service through client questionnaire and their concerns, supervising the surgical coordinators in following up with the ongoing & upcoming surgeries, medical reports, and insurance approvals as well. Evaluating departments in statistics reports made randomly for client satisfaction & more.
- Nominated by the board member for the Ethics committee member position at Kingdom Hospital in 2014
The utilization of good design practices in the development of health services is essential to improving quality.
- I was appointed as a quality manager in the middle of 2021 and achieved the goal of obtaining a quality accreditation certificate 9001:2015 from ISO, which was renewed in 2022 and will expire in 2024 as well. I successfully implemented various operational strategies that resulted in streamlined processes and improved revenue cycle management. Through my expertise in quality assurance, I ensured compliance with industry standards and regulations, leading to enhanced performance and patient/customer satisfaction.
One of my key strengths lies in prioritizing patient and customer experience excellence. By analyzing feedback and implementing targeted improvements, I have consistently achieved high customer satisfaction and retention rates. Moreover, I have effectively collaborated with cross-functional teams to identify market trends and develop innovative solutions that drive business growth.
Own a spectrum of responsibilities with a high level of versatility. Working in both administrative and medical capacities to ensure clinics operate efficiently, monitor patient volumes and the quality of care, manage staff, and identify areas for improvement in employee performance. Work to meet established goals and budgets, track patient satisfaction, and develop and implement policies. Have a 360-degree view of clinic operations find ways to improve patient care, and identify financial and administrative efficiencies as well as strong spoken and written communication skills.
Oversee the day-to-day management and utilization of home care services. Liaise with patients and healthcare professionals providers, and coordinate patient care plans. Patient complaints resolution, reporting and meeting with the top-level management, presenting the quarterly and annual department and operations reports, managing collection and revenue in line with the finance policies and procedures, and appointing, evaluating, and managing staff.