Patient Services Manager
Clemenceau Medical Center
Total years of experience :17 years, 11 Months
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Managed all admin operations of the hospital, Front Desk, Outpatient Department, In Patient Department, Billing, and Patient Services.
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Restructured work process to provide the best Patient Experience and reduced complaints significantly.
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Created daily, weekly, and monthly reports for the higher management.
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Created a new organization chart: recruited, hired, trained, and supervised staff.
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Handled daily billing reconciliation by creating reports and following up on outstanding.
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Increased the hospital’s profitability by 38% by creating great customer service program.
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Managed to operate the Call Center 24/7 within the first week of my assignment with the same number of staff
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Managed to reduce abandoned rate from 53% to less than 2% and AHT from 10 mins to 1.5 Min by the end of the first month.
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Organized Rota and organization chart to increase work efficiency.
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Created work process and expanded duties and tasks to elevate patient experience and increase profitability as well as to answer all queries within a single phone call.
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Created new scripts and Sharepoint space to unify the Hospital's language of care
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Hired, trained, and supervised staff.
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Upgraded Cisco dashboard and firmware to optimize the work process.
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Created various daily, weekly, and monthly reports.
Achieved and exceeded sales target within the first 2 months.
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Created a Customer's portfolio with over 1million $ sales in my first year.
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Managed to help people organize their financials and create saving plans for their retirement, tuitions, ...
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Managed a team of 10 employees and trained new sales executives.
Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team.
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Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
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Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
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Worked with team leads and managing.
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Created UAT scenarios and Quality processes for migration from old system to new FCUBS system.
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Assisted in data and software migration (SQL to Oracle)
Planned and developed interfaces that simplified overall management and offered ease of use.
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Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
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Developed clear specifications for project plans using customer requirements.
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Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
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Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
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Assisted in IP Telephony migration from Cisco to Grandstream.
Working on integration and implementation of Oracle Core Banking System (FCUBS)
Integration of the new retail and corporate application FinnOne with the core banking system. Creating and defining rules, APIs to upload loan accounts and payments into core banking systems
Creating and defining rules on FinnOne to sync defaulted loans with core banking system
Creating SQL Loader programs to upload text files generated into Core Banking system
Integration of SMS system using SSIS tools to inform clients of their upcoming and delayed dues.
FinnOne application support, managing over 120, 000 loans through a large Oracle database. Creating reports, administration database, mirroring oracle to Microsoft SQL data. Creating small .net applications to support the web software developed by Nucleus Software.
Developed many software using VB.net, ASP.net, and MSOffice applications.
Administrated a large database built and implemented using SQL Server 2000 (46 non-centralized databases.
IT & Financial support for BMS software used in all branches regarding loans.
Creating reports for Financial Control extracting data from an SQL Database.
Creating reports for Credit Center extracting data from an SQL Database.
Creating reports for Administration and HR extracting data from an SQL Database.
Creating reports for Branches extracting data from an SQL Database.
Worked on a large website for Intranet Use (Implementing a centralized data information for loans)
Worked on a large website for Internet Banking (Implementing VIEWS for loans)
Designed the installation and configuration of IP telephony in all BankMed branches and head-offices.
Developed many software using VB.net, ASP.net, and MSOffice applications.
Worked on a large database programs using SQL Server.
Network support and installation
Routing Switching, IP Telephony, VoIP
Site Survey, Rack, and Cabling
Rack Installation, Link Design, Configuring Servers and routers, switches, call manager and IP Phones.
Technical work and support
Worked on a large website for Intranet Use.
Working on implementing ASAIL website using PHP
Working on implementing websites for SMEs
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Skilled at working independently and collaboratively in a team environment.
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Self-motivated, with a strong sense of personal responsibility.
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Proven ability to learn quickly and adapt to new situations.
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Worked well in a team setting, providing support and guidance.
2003-2006 Lebanese International University Beirut, Lebanon BS in Computer Science • I have also acquired 2 additional courses of Mathematics and Business.
1987-2001 College Protestant Français Beirut, Lebanon Achieving both French and Lebanese Baccalaureates • in Mathematics and General Science.
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