Responsible for answering customer inquiries face to face, over the phone and email.
Ensuring that all calls and member requests are processed as per the standards
Efficient and proactive point of contact for customers and hospital staff. Follow up as
needed on all inquiries to ensure resolution satisfies customer met hospital an company expectations.
Work effectively both individually and as part of a team to achieve both individual and
Department goals and objectives.
Strive consistently to promote a positive team spirit.
Solve the customer complaints without the need of further escalations
Acting Eastern Region Supervisor - Operations Support in his annual leave reporting
Manager - Operations Support
Ensure that the complaints are entered into the complaints system taker so as to take
preventive actions service failure reporting (VOC) .
Establish excellent relationships with the providers insurance directors
Co-ordinate with provider relation on a recognition mechanism for the providers
Ensured that the image of the providers in front of the customers is strengthened giving
further booster to the partnership framework.

Managed insurance department with responsibility In-patient:
Approval for surgery and other admission services
Follow up for extension of previous admission.
Approval for emergency admission cases
Coordinate with insurance doctors for the cases.
Checking the files every day during admission .
Censes for discharge office every day .
Review patients claims (UCAF) inpatient & outpatient .
Answered customer problems, inquiries, and complaints if any.
Handling all contract information and eligibility coverage, approval limit etc...
Make customers feel valued, welcomed and accepted.
Treat each customer as if he or she was the most important person .
Be patient with demanding customers.
Relay information in a concise and clear manner.
Remain calm, courteous and respectful at all times (even when customers are angry
and argumentative).
Quickly understand and interpret customers' needs and wants (even if this means
having to read between the lines).
Quickly research and investigate issues that concern a customer.
Learn about a company’s product or services quickly.
Listening carefully to what customer have to say.
Having a professional manner when talking to customers.
Being polite and helpful at all times (everyone prefers to talk to nice, pleasant
people).
Understanding that it is the perception in the customer's mind that really matters.
Review patients claims (UCAF/DECAF/OCAF) in-patient & outpatient department.

Responsible for :

Collection, Reconciliation, Clarification & justification.
Claim Submission & resubmission.
Prepared reports of collection.
Visited the insurance coordinators to negotiate with rejections.
Maintaining a good communication with the employees and Clients.
Visit insurance coordinators discuss insurance problems And develop
Proposals and perfect solution.
Using other marketing tools for business development (advertising & tours )
Participated in seminars regard the periodic development plan.

Responsible for preparing and submitting claims to insurance Companies as well.
Perform the tasks of analyzing and processing patient and insurance credit balance as
required.
Attended conferences about accounts system (insurance field).
Attended meetings of the insurance coordinators.
Follow-up to internal problems and medical approvals and electronic communication
through: Waseel (Electronic approvals - Eligibility)


Managed reception department with responsibility of:
Responsible for dealing with money transactions as well.
Supervised daily posting and daily understanding for Mutual Fund Section.
Developed productivity of management by arranging monthly meetings to talk about
accomplishments, matters and room for enhancement.


Handling the responsibilities of maintaining patient’s files recording and invoices.
Perform reception duties & transaction such as answer telephone calls, make
appointments, and disclosure forms are completed correctly, and customer records are
updated.( Medical Records )
Issued cash/credit invoices & daily income report.
In-patients, out-patient reception and emergency a knowledge as well.
Increased number of patient ( public relation )

Review the accounts of firms and individuals a simple Recommendation.
Tax audit for certain companies.
Audit depreciation accounts of some companies as an item on the Budget.
Undertake field visits and participation in the review process and annual Budget