Maikko Glenn Ibale Email and Phone Number

• Patient care and patients safety • Receiving patients and registration in the system• Booking all appointments for patients in line with doctors’ diaries• Providing information about the length and what to expect during the consultation• Transferring and coordinating calls to the correct department• Updating customers’ information on the CRM• Encoding CPT codes• Provide prices for consultations and procedure• Taking complaints• Providing a high-quality standard on every call• Making sure to achieve patients’ satisfaction• Responsible for airline and hotel booking for speakers• Perform other duties assigned by the management

• Ensure good patient care and patients safety by fulfilling the main essential task of good patient care as controlled by case sheets on a daily basis• Receiving patients and registration in the system• Booking all appointments for patients in line with doctors’ diaries• Providing information about the length and what to expect during the consultation• Checking insurance eligibility if it is direct billing or with co-payment or reimbursement• Transferring and coordinating calls to the correct department• Updating customers’ information on the CRM• Encoding CPT codes• Carries out correct billing and book-keeping• Prepare prescriptions controlled or non-controlled according to doctors instruction• Assure the correct recoding of cash in hand• Ensures that the billing is correct and controls the payment• Applying for insurance and approval• Provide prices for consultations and procedure• Taking complaints• Maintain AHT• Providing a high-quality standard on every call• Making sure to achieve patients’ satisfaction

Receiving Inbound calls for all the customers and patients who have query regarding the process COVID-19 test and results, DHA hospitals, clinics and specialty centre Booking for appointment for Corona Virus Test, general practitioner, clinics and specialty centreEducating callers regarding the new updates of circulars and regulations approved by the Ministry of Health Isolation process and procedures with correct SLATransfer call to the correct department Coordinating with other departmentsUpdating customers information on the CRMOutbound calls when necessary Guiding customer on how to use the DHA application and Al Hosn Application Assisting on how to renew Health Card onlineInforming guideline process and pathways for inbound travelers in DubaiChecking referals from PHC (primary health centre) doctors to hospitals and booking properly and correctlyHelping customer to book new, prepone, postpone, reschedule and cancel booking appointments Porividing prices for DHA ServicesDiscussing procedure and process in DHA facilities Taking complainsMaintaining AHTProviding a high quality standard on every calls Making sure to achieve customers satisfaction

Five Star Rating Achievement – The International Standard for Service Excellence- The Dubai Mall Guest Service DepartmentAnalyze customer feedback and provide strategic direction to continuously improve overall ratingRespond to guest needs and anticipate their unstated onesExpect and react promptly to guests requirements and inquires Oversee and coordinate all arrivals and departures of special guests (VVIPs, VIPs, etc)Sales a gift cards and dealing with the bank vouchersPromote all amenities, conveniences and programs offered Daily briefingCoordinate and manage communication between guests and staff and follow up to ensure complete service recoveryMaintain positive, attentive and cheerful body language whilst on dutyEffective and harmoniously working alongside with different nationalities and be able to build strong team relationsMaking checklist of operations in the mall, inspection and SR for the mall including EMAAR propertiesProvide general support to visitorsInformation of different luxury products Inbound and Outbound calling from different departmentPlanning and Organizing Handling complaints, provide appropriate solutions and alternative within the time limitsResolve problem independently To work in a fast-paced environment To have an ownership mindset Take extra mile to engage customersResponding online queries through WECAREManage the needs of visitors and guests on arrival Petty Cash handlingReceive payment by cash, credit cards and voucher for gift card

Human Resource and Administration JobOrganize and schedule meetings and appointments Promoting and implementing house rulesEnsure operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniquesMaintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of suppliesMaintain professional and technical knowledge by attending educational workshopsContribute to team effort by accomplishing related results as neededCarry out administrative duties such as filing, typing, copying, binding, scanning etc.Organize travel arrangements for senior managersWrite letters and emails on behalf of other office staffManage staff appointmentsSocial Media PostingsOversee and supervise the work of junior staffMaintain up-to-date employee holiday recordsGreet and assist visitors to the officeCross trained for customer service for post-paid plan for the telecom and collections

Senior Process Executive. I was promoted after a year and transferred to Life Insurance department. Receiving inbound calls and educating employees about the insurance they took from the company. We also do soft collections (payment over the phone), sending letter to the client and copy of their policy.Process Executive. I was one of the pioneer for the Long Term Disability claims processing department for our American clients. We received inbound calls for our client who have questions about their policy. We also make outbound calls if necessary. We received the doctors notes as well as the clients forms to identify if the clients meets the criteria of being disabled. We are the one who terminates and reinstate the clients policy whether they meet the definition of long term disability as per their policy. On the other hand, our department also reinstate the policy if the client is still proven disabled and unable to work according to their education and known jobs.