Liaison Officer
Hamad Medical Corporation
Total years of experience :25 years, 11 Months
a performance driven team of 60 Call Centre agents and Supervisors to enhance the call center expectations.
•Liaise between Hamad Patient Contact Centre and the Hamad Hospital Departments to enhance communication and for encouraging smooth work process.
•Appropriately refer, engage and consult with relevant professionals to ensure corrective action as required.
•Maintain and promote staff satisfaction through effective customer service, performance, program and policy development initiatives and accept accountability.
•Assist and participate in problem identification, data collection, reporting and development of action plans to improve performance (participation in working groups, etc).
•Managing the grievances of the patients and ensuring that the escalated matters are brought to a closure.
•Assist and participate in the implementation of ongoing corporate, department and unit performance reporting/improvement initiatives (regular reports/data provided to Hospital Management).
•Hospital specific action plans developed in response to complaints, suggestions and operational requirements.
•Make recommendations for revisions of operations related policies and protocols. Participate in designing patient satisfaction surveys, collection of data, and relay information to departments/hospitals.
•Adapt positively to corporate continuous improvement in practice and delivery of patient care.
•Auditing the quality of all calls done by the agents.
•Scheduling and directing the shifts for the Call Centre Agents/Supervisors.
•Actively Involved in staff recruitment and appraisals.
•Deputize the Operations Manager when required and effectively manage the Contact Centre Operations/Staff for 11 major Hospitals.
and developing a professional relationship with clients and ensure customer satisfaction.
•Plan strategies for repeat business with existing clients with update on new products from the market place.
•Closing of deals within the targets set for the month with maximum profitability.
•Establish and execute long term plans for Key Accounts.
•Ensuring 100% retention of Key Accounts.
•Gathering and sourcing details on potential customer database, on competitor websites.
•Perform cold calls and negotiate contracts. Provide training to clients on how to use the website interface.
•Supervising creative graphic designers for website designs, as per each client’s requirements, business nature and industry standards.
•Coordinating with developers on a daily basis on clients’ requirements and web-solution development, SEO, SEM, and E-commerce Development.
•Develop Head Office contacts (WSI - Canada) on all production and annual service related matters (Operations).
•Management of hosting services for all clients, on an ongoing basis.
•Management of Annual Maintenance Services, client querries.
•Induct and manage the new coordinators.
•Ongoing quality testing of website interface provided.
•Use the CRM to manage the project.
Recruitment responsibilities:
•Incharge of initiating manpower requisitions and processing the requests by updating Job descriptions, advertising, , shortlisting CV’s, conducting initial interviews, Organizing for panel interviews. Finalizing results of shortlisted candidates .
•Verifying the employee background through employee background referral check (with permission from the candidate).
•Creating Job offers for the top candidates with time limits.
•Conduct induction and orientation for the candidate in the company.
•Creating reports on the recruitment statistics.
of the entire operations of the clinic
•Procurement of company products required by liaising with companies Managing day to day operations of the clinic .
•Managing and auditing and the inventory of the clinic.
•Coordinating patient files and databases on a daily basis.
•Involved in medical / dental transcription activities.
•Financial management, including daily financial operations and annual settlements.
•HR management including recruitment, performance appraisals, training management activities of the employees.
ACHIEVEMENTS
•Best Employee of the year 2016 Ambulance Communications - Hamad Medical Corporation.
•Best employee in iPartner WSI for providing excellent customer satisfaction.
•Recognised for achieving the set business goals / business planned sales and profits (
courses: Pursuing PMP Certification Texas Training Institute (USA) Doha, Qatar