Akshta Salian
Dubai
Summary
I am a highly organized skilled Front Office Manager within the healthcare environment. I am meticulous and hardworking, well-versed in the intricacies of Patient Administrative operations, and patient services. I have more than 10 years’ experience working within the Patient care team, responsible for patient registration activities including patient identification, demographic and insurance updates, check-in, check-out, point of service collections (deductible, copay, coinsurance, and balances), referral and order management, and appointment scheduling according to established policies and procedures and scope.
I take specific pride in ensuring the team’s contribution to the patients’ overall positive experience in the clinic. As a font office manager, I work closely with the clinic senior leadership team to develop and implement fertility specific workflows as pertaining to front end operations.
Overview
14
14
years of professional experience
Work History
Front Office Manager
Mediclinic Bourn Hall Fertility Centre
08.2019 - Current
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervise and guide new employees to improve their onboarding and understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems and managing other HR related tasks
- Monitored customer service trends and provided insights to management team for further improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitor service calls to assess employee demeanor, accuracy of information, and conformity to company policies.
- Established team priorities, maintained schedules and monitored performance.
- Build and maintain a positive working environment that attracts and retains high-quality patient service staff.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintaining an orderly appearance throughout the reception area.
- Preparing periodic management reports on customer feedback, bookings, and cancellations. and to assist business leaders with key decision making and strategic operational planning.
- Assess department needs and manage the development of the department policies and standard operating procedures.
- Support and provide training to call center agents regarding standard operating procedures for customer interaction and voice response systems.
- Develops, maintains, and improves call center operations by monitoring staff and system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Patient Services Manager
Bourn Hall Fertility Centre
04.2019 - 07.2019
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Worked with patients to schedule tests and procedures.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
Patient Services Executive
Bourn Hall Fertility Centre
12.2015 - 03.2019
- Maintained high customer satisfaction standards
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of treatment costs or packages, specials
- Managed the patient call centre, including patient enquires and bookings
Guest Relation Officer
Le Meridien Dubai Hotel & Conference Centre
03.2014 - 12.2015
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Junior Officer
Wockhardt Hospital,
03.2011 - 01.2013
Front Office Executive
Hotel Happy Times
08.2009 - 03.2011
Education
Master of Science - HR
Symbiosis College
Pune, India06.2018
Bachelor of Science - Botany
Pune University
Pune, India05.2010
Skills
CRM Software
Policy and Procedure Modification
Front Office Management
Senior Leadership Support
Staff Management
Customer Relations
Oral and Writing Communication
Conflict Management
Inquiry Response
Microsoft Office
Employee Supervision
Accounts Payable and Receivable
Administrative Support
Listening Skills
Billing and Invoicing
Report Preparation and Analysis
Decision Making
Designing packages/Tariffs
Problem Solving
Leadership skills
Monitoring Performance
Communication
Delegation
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Front Office Manager
Mediclinic Bourn Hall Fertility Centre
08.2019 - Current
Patient Services Manager
Bourn Hall Fertility Centre
04.2019 - 07.2019
Patient Services Executive
Bourn Hall Fertility Centre
12.2015 - 03.2019
Guest Relation Officer
Le Meridien Dubai Hotel & Conference Centre
03.2014 - 12.2015
Junior Officer
Wockhardt Hospital,
03.2011 - 01.2013
Front Office Executive
Hotel Happy Times
08.2009 - 03.2011
Master of Science - HR
Symbiosis College
Bachelor of Science - Botany
Pune University
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