رغد رباطة

• Develop and maintain strong relationships with patients, establishing, rapport and trust to enhance their overall experience and loyalty to the organization.
• Collect patient feedback and suggestions, documenting and sharing the information with relevant stakeholders to drive continuous improvement in patient care and services.
• Collaborate with internal departments, including billing, scheduling, and clinical staff, to facilitate seamless coordination and communication for the benefit of patients
• Support organizational goals and act as the voice of FSHN with clients via telemarketing initiatives
• Communicate with lost and potential leads in an attempt to convert them into sales
• Build and maintain positive relationships with clients
• Responsible for sending satisfaction surveys to clients
• Study and analyse customer needs and requirements from surveys, in-person interactions, phone calls, and other communication methods
• Execute and monitor the loyalty and customer referral program
• Engage with patients in a courteous, empathetic, and professional manner to ensure a positive experience throughout their interactions with the organization

● Work with FSHN Director to plan and coordinate the different programs. Ensure the programs are implemented smoothly and report issues to the direct manager.
● Coordinate the session schedule of the different programs with the clinicians.
● Coordinate the program communication /relationships between clinicians, customer service staff, Marketing Staff (to promote program activities on social media), and all other program stakeholders.
● Prepare and submit the Purchase requisitions for equipment and supplies needed by the staff and program to the Procurement Department.
● proposes programs and works on reaching out to potential providers.

• Ensure the smooth overall front office flow in order to provide a better patient experience.
• Register patients according to the center’s policies.
• Greet patients and visitors in a pleasant, professional manner and direct them to appropriate location/services
• Ensure all forms and documents completed by the patient are accurate
• Ensure all insurance claims are filled accurately
• Process insurance requests in a timely manner
• Ensure patient confidentiality at all times
• Maintain filing system for all medical and patient records and ensure patient records are scanned to HER.
• Attend all the incoming calls in a courteous and professional manner and respond back in a timely manner to missed calls
• Schedule all appointments in a smooth and efficient manner to ensure patient satisfaction and efficient work scheduling of clinicians.
• Address the customers’ requests, inquiries and concerns in a timely and efficient manner and communicate patient complaints directly and promptly to the Clinic Manager.
• Correctly handle all patient billing procedures with minimal transactional error.
• Submit a consolidated account receivable reports in a timely manner to Accountant.
• Coordinate with transportation division for home visits.
• Handle administrative tasks as requested by management.
• Participate in marketing events and initiatives.
• Follow departmental policies and KPIs

Provides direction to the Customer Service Division by assigning, directing and reviewing work of staff. Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation.

Get all claim paper works completed for pay-and-claim insured patients. Provide supporting document for claim requested by insurance for non direct-billing cases. Assist front-line team in dealing with issues related to insurance and direct-billing services.