Sr. Customer Service Executive
Aster Clinic-ASTER JUBILEE MEDICAL COMPLEX
Total years of experience :14 years, 9 Months
Key responsibility:
1. Working as Sr. Customer Service Executive- Aster Clinics (Aster Jubilee Medical Complex), Bur Dubai, - Branch of DM Healthcare LLC (Since April 2013)
- Joined Aster in 2013 as Customer Service Executive at Aster Jabel ali Clinic (2013-2015)
- Worked as Customer Service Executive/ Acting in-charge at Aster Al Aweer Clinic. (2015-2016)
- Promoted as Sr. Customer Service Executive with transfer to Aster Jubilee Medical Complex.
Key responsibilities:
Patient registration.
- Checks the patient category- Insured patients, corporate patients, General patients.
- Opens customer’s file through registration and recording accurate information.
Appointment booking and package promotion.
- Books appointments over phone as well as through walk in.
- Coordinates with Lab for appointments.
- Promotes Aster packages as per patient’s ability and need.
Problem solving and patient relations.
- Act as first level of problem solving and grievance handling of patients.
- Attends complaint tickets and resolves it in coordination with CRM department.
- Collecting feedbacks from patients to serve them better. (NPS)
Insurance Coordination
- Coordinates with Insurance companies for approvals if required, with regard to specific cases.
- Informing the status of approval to the patients on a timely basis.
- Coordinating with insurance team for meeting the deadline to submit claims.
- Checking diagnosis errors before submitting claims through online portal.
Billing
- Verifying insurance/benefit coverage and collecting co-pays according to the policy.
- Making back dated billing for pending approvals.
- Closing NP (not paid) files by coordinating with staff and patients.
- Cross checking bills on daily basis to avoid revenue leakage.
- Preparing the daily collection report and reporting to the management.
Doctor’s schedule preparation.
- Preparing schedule for all Doctors daily for distributing to Lab, Pharmacy, all counters, Operations manager/AMO, Direct Supervisor.
- Updating any changes in doctors schedule as and when required in to the system.
- Rescheduling patient appointments as per the changes.
Additional responsibilities.
- Floor supervision as a support to the supervisors.
- Attending emergency cases (ERT) and coordinating with Hospitals for admission cases.
- Updating & Training the staffs during new process implementation.
- Updating staff duty roaster as and when required.
- Supporting administration department in the absence of Admin Assistant.
- Coordinating with marketing team for business development.
Sale of residential apartments.
- Target oriented sale of units in high rise projects.
- Enquiry generation & providing project information to prospects.
- Making project presentations to prospects. (Power point)
- Calling & arranging site visit for prospects & Family.
- Guiding customer in the purchase with all the necessary information.
Managing the customer journey (Customer relations).
- Open new customer file for filing customer information.
- Prepare and approve the schedule of payment of the customer.
- Timely collection of dues & preparation of sale & construction agreements.
- Coordinate with banks for project approvals.
- Coordinate with banks for customer loan arrangement.
- Provide detailed info to the customers on the services of the company.
- Recommending and enrolling customers into value added services.
- Manage service and billing inquiries and complaints.
- Update project status to customers periodically.
- Interact with diverse customer base in person and online.
- Generate business through follow up.
- Maintain records of all customer interactions and transactions.
- Produce monthly reports for management.
- Achieve performance objectives in all areas consistently.
Resale & Rental arrangements.
- Resale of completed projects of the company.
- Preparing and assisting customers in documentation.
- Assisting customers in finding tenants.
- Preparing & executing rental agreements.
- Accommodation assistance for transit home use.
Advertisement media planning and implementation.
- Organising sales promotional campaign & activities.
- Selecting the marketing media and planning marketing activities within the budget.
- Presentation of marketing plan for the year.
- Participating in property Shows and expos.
Understanding local competition.
- Collecting and analysing competitor info.
- Updating the data for understanding the market.
Sale of Villas.
Understanding the current & potential customers & their needs.
Presenting prospects with the available villa layouts in the project.
Providing customisation options to the prospects on selected villas.
Assisting customer in arranging home loans for the purchase.
Informing the approximate time of handing over of the project.
Collecting the booking amount and handing over the file to the CRM.
Achievement of store’s set daily target on handsets, accessories and connections.
Scheduling staff and delegating tasks/duties.
Demonstrate and ensure efficient customer service management.
Driving sales and repeat business.
Managing implementation of store merchandising plans.
Implementation of promotional programs.
Ensure efficient staff management.
Periodic in-store training programs.
Oversee the maintenance of store safety and appearance.
Investigate and monitor market trends and local competition.
MBA MARKETING
