Call Center Team Leader
Health360 Ancillary Services
Total des années d'expérience :12 years, 0 Mois
• In charge of running and managing the call center daily. 2- Attend the calls and maintain the quality of work.
• Understand all organizations, services, procedures, and guidelines and communicate same to all team members.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
• Facilitate and organize training sessions for call center employees and participate in recruitment of new call center agents.
• Conduct regular review of all call center agents' performance and organize training sessions for under performers.
• Ensure that clients are happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Expand the Networks of Medical Providers.
• Negotiates agreements with hospitals, Clinics and Pharmacies including pricing and service level agreements as well as discount ensuring maximum benefits are obtained.
• Establish strong liaise with all providers to achieve the best quality service for the Insured.
• Coordinate, maintain and submit various reports for the department. Assist in creating and maintaining database.
• Coordinate and submit provider and eligibility files to the vendor; correct any errors that may occur during or after transmission.
• Identify sub-categories of providers and preferred providers through Provider Profiling analysis, to create distinctive network advantages.
• Negotiate contracting and re - contracting process with health care service providers within corporate guidelines to ensure all services provided are cost effective and in accord to quality standards.
• Conduct presentations and trainings for appointed health care provider staff on managed care concepts and provide updates on all related procedures in order to ensure awareness of service requirements and policies across the network.
• Review policy manual and network agreements in an on-going basis and provide suitable recommendations.
• Support the Team leader / Manager in implementation of quality assurance programs in order to maintain standards of quality and minimize fraudulent cases.
• Update data relating to addresses, discounts, creation of new codes, specialty, etc on a periodic basis.
• Prepare quarterly network newsletters intended for Insured members, Insurance companies and Intermediaries.
• Visiting medical care facilities to introduce scope of services we provide and advantages that Al Borg have more than any other lab in the area.
• Negotiating and discussing with key persons in companies and medical facilities to cover their needs of services we provide to their customers or employees.
• Dealing with any issues that comes during contract preparing or service providing.
• Tailoring special services according to market needs in the best way to help getting our services to better ranges and wider.
• Maintains and generates new business to achieve target sales revenue.
• Presents and informs the Doctors, Hospitals and companies about the company services.
With 2 other medical lab technologists, running my own medical lab carrying out the following tasks.
•Organizes work orders with labeling; sorting; checking labeling; arranging reports for delivery; keeping work surfaces clean and orderly
•Performing Phlebotomy for adults, children and infants.
•Pack, unpack, inspect, store and distribute blood and blood products
•Identify the needs of chemical supplies, make orders, inspect the delivery and store them in the correct place.
•Carry out the cannulation of solutions transfer and blood transfusion processes.
•Identifies and communicates abnormal patient conditions by alerting designated doctors.
•(Toxicology) identifies the presence or quantity of drugs of abuse, therapeutic drugs, and toxic substances by operating toxicology instrumentation and performing manual methods for the performance of drug screens, blood-alcohol levels, and carbon monoxide levels; in coordination with other labs such as "Royal Lab" laboratory.
•(Chemistry) provides test results for patient diagnosis and treatment by operating chemistry equipment; performing hand-chemical tests.
• (Hematology) provides test results for patient diagnosis and treatment by
operating hematology, urinalysis, and coagulation equipment.
• (Immunology) provides test results for patient diagnosis and treatment by
operating equipment such as the gamma counter, spectro-photometer,
densitometer, and through methods such as radioimmunoassay, enzyme
immunoassay, and serological testing, in coordination with other labs such as
"Royal Lab" laboratory.
• (Microbiology) provides physician with information for treatment of patient
infection by performing technical procedures for the identification or
susceptibility of bacteria, parasites, fungi, and mycobacteria.
• (Blood bank) ensures the patient of receiving compatible blood/blood
components by completing blood typing, antibody screening, compatibility
testing, and antibody identification procedures.
• Contributes to a safe and secure environment for patients, visitors, physicians
and co-workers by following established standards and procedures;
complying with legal regulations.
• Maintains patient confidence by keeping laboratory information confidential.
Assemble, disassemble and maintain laboratory equipment
• Manage the sales operation in both pharmacies and provide assistance and
hands on in mixing, compounding and dispensing of various medications
utilized by hospital patients
• Make formal requests for all supplies needed
• Set up and maintain a system of keeping records for the issuance and drug
needs.
• Establish and support pharmacy services in line with ministry of health and
local government requirements.
• Provide guidance on medications and prescriptions and over-the-counter
drugs in line with the pharmacy policies.
• Put a system in place for identifying and pulling out date-expired products.
• Prepare and report the financial reports to the Pharmacy owner.
• As the pharmacy being in a hotel, I had to deal with hotel management to
arrange the rent, logistics and complete other administration issues.
• As the pharmacy being in a hotel, I had to deal with customers from different
countries which enhanced my ability to communicate with several languages.
• Dealing mainly with foreign customers (Russia, Germany, British) to process
issuing the prescribed medicine.
• Pull out date-expired medicine
• Report medicine shortage
• Organize and put in order the supplies/necessities
• Dealing directly with customers (individual, hospitals or authorities) to process
medicine sales.
• Pull out date-expired medicine
• Report medicine shortage
• Organize and put in order the supplies/necessities
Studies involved many types of Applied Microbiology techniques to use or develop and subjects like microbial toxins, bacteria, virology, fungi, industrial and medical microbiology.
Specialized in Chemistry and Botany sciences. Was involved in undergraduate researches in Chemistry and Botany branches with Excellent degree in both.
