نورا كمال

Holder of Weill Cornell “Bridging the Gap Medical Interpreter Training
Certificate”. During this program, participant
 Works with non-English speaking patients
 Facilitates medical service by interpreting language between
patients/families and health care providers accurately and completely
by using international best practices.
 Clarifies information that cannot be literally translated from one
language into another in order to facilitate understanding between
the health care provider and patients/families.
 Ability to interpret over the phone if required.
 Maintains a professional distance and non-judgmental attitude when
providing interpreter services.
 Carries out the required medical and non-medical interpretation
activities for the assigned session.
 Maintains language assistance with clinical follow-up or discharge
instructions.
 Delivers dynamic language services from a diverse cultural
perspective, to promote superior interpersonal communications with
all stakeholders.
 Sets tone of the patient/provider encounter to manage spatial
configuration and flow of communication to preserve accuracy and
completeness, and to assess and address potential areas of
discomfort for patient (age, gender of interpreter, no previous
experience with interpreters)
 Collaborates with patient and family educators when required to
assist in the provision of clear and concise educational literature in
appropriate languages.
 Actively contributes to maintaining high standards of quality, patient safety and ensures patient experience is maintained.
Keeps abreast of new language requirements and the need for
additional interpretive needs.
 Operates in compliance with interpreter and hospital policies and
procedures, particularly those relating to patient confidentiality.
 Adheres to standards as they appear in the Code of Conduct and
Conflict of Interest policies
 High knowledge of local citizens’ preferences and high cultural
awareness.

Identifying new sales leads
 Pitching products and services
 Maintaining fruitful relationships with existing customers
 Researching organizations and individuals online (especially on social media) to identify new
leads and potential new markets
 Researching the needs of other companies and learning who makes decisions about
purchasing
 Contacting potential clients via email or phone to establish rapport and set up meetings
 Planning and overseeing new marketing initiatives
 Preparing PowerPoint presentations and sales displays
 Contacting clients to inform them about new developments in the company’s products
Developing quotes and proposals
 Negotiating and renegotiating by phone, email, and in person

Monitoring and evaluating agents in the call center
 Reporting the results to the top Management to allow them to improve and enhance the
agent's performance to reach the standard performance
 Training sessions to prepare the new comers to be able to deal professionally with
customers and give them back ground about customer service representative duties and
principles
 Monthly prepare the analysis form for the agent's performance and service level during the
month
 Monthly report for the top management with charts for all agents performance, shared
weakness points and differentiate between customers inquiries to support customers with
all information they need
 Providing the customer with all kinds of forms requested and inquiries through fax or e-mail

Receiving calls on ART call center line 19300 to support customers with any inquiries
 Related to their subscription, new sales, programming or technical support
 Providing the customer with all requested information about all kinds of subscriptions
 Providing technical support to our subscribers through the phone
 85% of the technical problems is solved through phone
 Data entry into an Integrated Business System
 Controlling subscribers financial accounts
 Processing customer's financial transactions
 Insuring maximum customer satisfaction
 Receiving customers complains and follow up with other departments to insure problems are solved