-Plan, prioritize, assign, supervise, review, and participate in the work of staff responsible for shipment orders and vehicle assignment.
-Part of start up team played a Major role in creating a high quality contact center.
-conducted training for the team to maintain high standard Customer service.
-conducted trainings and acted as a lead trainer for newcomers.
-Develop and implement standard operational standards to maintain vehicles by advocating best practices in industry.
-Participate in the development of goals and objectives as well as policies and procedures; make
recommendations for changes and improvements to existing standards, policies, and procedures;
participate in the implementation of approved policies and procedures; monitor work activities to
ensure compliance with established policies and procedures.
-Maintain records concerning operations and programs; prepare reports on operations and activities.
-Facilitate and implement corrective actions and capacity building to manage entire fleet to achieve company objectives

• Maintain relationships with internal customers as needed in order to ensure that
departmental customer service objectives are met
• Interact with multiple functional areas and levels of authority when needed.
• Accurately use computer software used by Advantage including propriety software, Dental
programs and Microsoft office products.
• Complete special projects or other tasks as needed.
• Protect organization's value by keeping patient information confidential.
• Responsible for answering calls in order to assist members and patients with scheduling
appointments, answering questions regarding insurance, addressing dental concerns,
collections and ensuring proper documentation of all communication.
• Research patient and member billing and eligibility issues.
• Research and resolve complaints to ensure customer retention and satisfaction.
• Resolve physician issues by clarifying the complaint and explaining the best solution to solve
the problem
• Explains processes and forms to patients prior to securing signatures and ensures that all
documents are properly signed and witnessed as required.
• Analyze financial commitments and obligations for patients.
• Conduct patient pre-certification to ensure coverage for appointments.
• Conduct member outreach calls as directed.
• Participate in after-hours staff on-call rotation

• Handled inbound and outbound customer service calls
• Handled customer inquiries about claims,pre-authorizations,providers,certificates,membership issues and complaints
• Professionally answered a high volume of call types as assigned for a company
• Managed follow up calls to customer in a timely manner
• Resolved provider/client requests into CRM according to established guidelines.
• Maintained a thorough knowledge of all departments, Bupa Arabia network, products and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries
• Trained new staff members on standard call center procedures application, tools and resources while speaking with customers

Supporting roles

• Supervised the floor
• Member of Angry members Unit .

• Receiving and assisting patients.
• Dealing with inquiries by phone, in writing or in person.
• looking up information on a computer system.
• scheduling appointments and handling queue's
• Sorting, recording & distributing mail.
• Process invoices,bills and payments
• Updating computerized & clinical records
• Filing and photocopying
• Maintaining medical and insurance records
• Ensure confidentiality of sensitive information