• Overseeing the relationship with patients handled by our team.• Resolving patients’ complaints quickly and efficiently.• Conduct comprehensive patient satisfaction surveys.• Meeting with managers in the organization to plan strategically.• Overseeing Call Center activities and increase productivity.• Provide strategic plans to operation heads to increase revenue.• Developing and implementing marketing techniques that will drive new patient.• Handling VIP Team – ensure to have seamless VIP service to all our VIP patients.• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.

• Extensive background in running Call Centers and CRM Operations.• Proven track record for excellent delivery in reaching top line targets.• Contributed towards the centralization of the call center operations of 23 Hospitals+Medical centers (Burjeel,Medeor,LLH,Lifecare&Tajmeel) under one roof with bringing down the Manpower cost by 20% and Increase in the "Out Patient revenue" by 10%.• Contributed to the Top Line growth by preventing revenue leakage in the flagship hospital, bringing down the difference from 30% to 10%.• Under my supervisions leaded a team of 1 Supervisor, 4 Team Leaders and 42 call center executives working at the same time with responsibility of interacting with clients through voice, chat and online mediums.• Monitoring client’s concerns and proving a delightful response through discussions with the internal stakeholders.• Utilize internal communication processes and channels to improve the flow of information and effectiveness of communication to business units.• Provide management information on performance against SLA as well as remediation/improvement initiatives.• Ensures service and targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.• Identify gaps between patient requirements and planned initiatives and propose amendments.• Provide leadership, development and coaching for Team Leaders and Agents.• Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

Supports Booking specialists in answering consumer inquiries as well as other inbound and outbound consumer communication needs.Ensure all appointment reconfirmations are communicated back to all Patients in coordination with Insurance sections and Doctors Calendars.Ensures the effective implementation of the Patient Relationship Management System and the SAP system. Ensures up to date information is collected from the Burjeel Hospital clinics and disseminated to the Booking specialists.Helps Booking specialist create professional development plans to meet skill/knowledge needsCommunicates Burjeel Hospital activities and plans to Booking specialists.Performs call monitoring and provides trend data to site management team.Monitors communication outputs and provides feedback or corrective action to specialists and assists Assistant/Manager in measuring employee performanceSupports the interviewing process for new hiresAssists with difficult contacts and appointmentsManages attendance and schedules for employees.

 Handling inbound and outbound calls. Appointment Conversion - Maximizing and converting calls to appointments Scheduling of Doctors Duty as per the roster. Online requests to conversion of appointments.  Rescheduling of patients appointments when required.  Mentored the new joiners.  Achieving targets set by the management monthly.  Conducted training and coaching for the agents. Creating & maintaining of attendance report on daily basis. Handling outbound calls during campaigns.  Blocking of OT slots accordingly and rescheduling the patients as per the schedule of the doctor. Interacting with the lab for the patient’s reports and keeping the patient updated on the same.

 Taking care of the recruitment process. Sourcing profile from Job portals, applicant referrals, Vendors & Job Postings. Conducting the preliminary telephonic interview to understand candidate’s competencies, Communication skills, interest towards the job, technical skills, qualifications, etc., Determining their suitability to match business requirement & making them understand their roles & responsibilities. Follow up with the applicants till they join the company. Scheduling applicants for technical and HR interview (F2F & Telephonic). Follow up with the client as well as the applicants till they join the company. Responsible for the selected candidate joining and related documentation. Regular interaction with the employees to get more profiles through employee referral.  Handling the complete recruitment process. Implementing innovative ideas and strategy to improve the process. Handling the team members and make sure the work is done on time.