Overview
Work History
Education
Skills
Languages
Websites
References
Timeline
Generic
Amr Elmoshnib

Amr Elmoshnib

Abu Dhabi

Overview

14
14
years of professional experience

Work History

Patient Administrator - Care Collaboration Centre

Mediclinic Middle East
Abu Dhabi
06.2024 - Current
  • Assisted patients in scheduling appointments with providers and other staff members.
  • Provided administrative support to clinical staff by entering patient information into the electronic health record system.
  • Ensured accuracy of patient data entered, including demographic information and insurance coverage.
  • Answered incoming calls from patients and handled inquiries regarding medical records, billing, and appointment scheduling.
  • Maintained patient confidentiality when communicating with other departments or outside organizations.
  • • Issue sick leave certificates and handle related payments.
  • Processed referrals for specialty care services as requested by primary care providers.
  • Verified insurance eligibility and obtained prior authorizations for services when necessary.
  • Coordinated follow-up calls with appropriate doctor based on provider orders.
  • Created reports for new patients, ensuring all forms were completed accurately before filing them in the appropriate clinic location.
  • Managed patients accounts receivable including collections, billing, coding, posting payments, and resolving discrepancies.
  • Compiled reports related to patient activity.
  • Provided customer service to ensure all inquiries from patients were answered in a timely manner.
  • Attended weekly meetings with clinical staff to discuss updates on procedures or policies.
  • Followed up on outstanding claims with insurers to ensure payment was received promptly.
  • Performed clerical duties such as filing documents, photocopying records, faxing paperwork.
  • Maintained current knowledge of healthcare regulations and guidelines related to patient administration processes.
  • Updated database systems regularly with accurate information regarding changes in insurance coverage or contact details for patients.
  • Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Explained policies, procedures and services to patients.
  • Monitored patient satisfaction surveys to identify areas needing improvement in terms of customer service.

Contact Center Representative

Mediclinic Middle East
Abu Dhabi
03.2020 - 05.2024
  • Answered Patients inquiries via phone, email and chat.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Facilitate communication between hospital and patients, as well as stakeholders.
  • Manage appointment scheduling by coordinating calendars and considering urgency.
  • Maintained call logs and records of patient interactions using CRM software.
  • Handled escalated calls from other representatives in a timely fashion.
  • Promoted high patient satisfaction by resolving problems with knowledgeable and friendly service.
  • Ensure accurate data entry, documentation, and patient confidentiality.
  • Provide multilingual support in diverse communities.
  • Working to achieve CC KPI’s monthly.
  • Verify patient details such as Emirates ID and Insurance information.

Co-Founder

3alnet.com
Cairo
01.2017 - 12.2020
  • Developed and implemented business plan to secure venture capital funding.
  • Created and maintained corporate website, marketing materials, and social media accounts.
  • Analyzed customer feedback to improve product offering and services.
  • Established relationships with key customers, vendors, and partners.
  • Recruited, trained, managed, and evaluated staff.
  • Negotiated contracts with suppliers for goods and services.
  • Identified areas of improvement in processes related to operations and sales activities.
  • Developed strategies to increase brand awareness through public relations initiatives.
  • Implemented cost-saving measures throughout all areas of the organization.
  • Created policies and procedures manual for employees and contractors.
  • Implemented strategic offerings to enhance company's suite of products and services.
  • Oversaw accounting functions including budgeting, forecasting and financial reporting.
  • Conducted market research to assess potential opportunities for new products or services.
  • Managed overall workflow of projects from conception to completion.

Operations Manager Intern

Elabelz
Dubai
01.2020 - 03.2020
  • Implementing/enhancing an operating model for the eCommerce Operations.
  • Developing detailed processes, quality controls, and KPI for a seamless integration of executing a Direct Vendor Fulfilment program.
  • Working with internal customers to ensure pricing is accurately maintained within customers' systems.
  • Managed daily operations of the organization, including scheduling and assigning tasks to staff.
  • Developed operational plans for efficient and cost-effective implementation of projects.
  • Analyzed data from multiple sources to develop insights into organizational processes and identify areas for improvement.
  • Implemented process improvements that increased efficiency and productivity throughout the organization.
  • Provided support in resolving customer complaints related to service delivery.
  • Coordinated logistics for conferences or special events hosted by the organization.
  • Monitored inventory levels and assisted in inventory management tasks.
  • Supported supply chain management tasks to ensure timely delivery of products.
  • Coordinated logistics and scheduling for operational efficiency.
  • Supported customer service efforts by addressing and resolving operational issues.
  • Daily reporting for internal and external customers for performance and order management. * Operational responsibility for ensuring pricing and supply.

Logistics Manager

Edfa3ly.com
Cairo
09.2016 - 08.2018
  • Developed and managed logistics strategies to improve the efficiency of operations.
  • Oversaw warehouse staff to ensure proper handling and storage of products.
  • Ensured compliance with government regulations related to freight forwarding activities.
  • Implemented cost-saving measures such as route optimization for shipments.
  • Negotiated contracts with carriers for optimal pricing on transportation services.
  • Resolved customer complaints related to shipping issues or delays in transit times.
  • Reviewed invoices from carriers and vendors for accuracy prior to processing payments.
  • Managed day-to-day operations related to receiving, storing, packing, shipping merchandise.
  • Investigated claims of damaged or lost shipments to determine cause and remedy.
  • Implemented ordering, tracking and billing systems and associated processes to streamline procedures.
  • Monitored product import or export processes to verify compliance with regulatory or legal requirements.

Logistics Coordinator

Edfa3ly.com
Cairo
09.2014 - 08.2016
  • Coordinated daily shipping activities including scheduling, routing, tracking and documentation.
  • Organized and monitored the shipment of products in accordance with customer requirements.
  • Collaborated with internal teams to coordinate shipments between multiple locations.
  • Ensured accurate completion of customs documents for international shipments as required by law.
  • Conducted regular reviews of supplier performance metrics such as on-time delivery rate, fill rate.
  • Prepared and maintained accurate shipping documentation, including bills of lading and invoices.
  • Coordinated with customs brokers to ensure smooth and compliant international shipments.

Customer Service Team Leader

Edfa3ly.com
Cairo
09.2013 - 09.2014
  • Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
  • Provided guidance to customer service representatives in resolving complex customer issues.
  • Conducted performance reviews for customer service staff on a regular basis.
  • Coordinated training sessions for new customer service personnel.
  • Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
  • Advised management on potential improvements to enhance overall quality of customer services.
  • Facilitated weekly team meetings to discuss performance and set goals.
  • Analyzed customer service metrics to prepare reports for management.
  • Ensured compliance with company policies and regulatory requirements related to customer service.
  • Implemented reward and recognition programs to motivate team members.
  • Resolved escalated customer issues with professionalism and patience.
  • Oversaw the use of customer service software to track and manage customer interactions.
  • Managed team schedule to ensure adequate coverage during peak hours.
  • Monitored team performance metrics to identify areas for improvement.
  • Implemented customer feedback mechanisms to improve service quality and efficiency.
  • Utilized recognition and reward tools frequently to recognize achievements.

Technical Support Agent

Orange
Cairo
10.2012 - 09.2013
  • Provided technical assistance to customers via phone, email and online chat.
  • Resolved network connectivity issues by resetting modems and routers.
  • Performed remote diagnosis and repairs on computers with operating system problems.
  • Provided guidance on software installation techniques as well as basic computer operations.
  • Created step-by-step guides for correcting common malfunctions and issues, providing simple, repeatable support solutions.
  • Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.

Call Center Agent

Vodafone
Cairo
03.2012 - 09.2012
  • Greeted customers in a professional and courteous manner.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Provided accurate information on products and services to customers.
  • Resolved customer service inquiries promptly and efficiently.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Followed up with customers regarding their satisfaction with product or service received.
  • Evaluated customer feedback to identify areas for improvement in the call center operations.
  • Reported any technical problems encountered while taking calls to the IT department.
  • Performed other duties as assigned by supervisor.
  • Participated in training sessions to stay abreast of new products, services, policies and procedures.

Call Center Agent

Orange
Cairo
06.2010 - 01.2011
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.

Education

Bachelor of Commerce And Foreign Trades - International Relations And Affairs

Helwan University
Cairo,Egypt
06-2010

Skills

  • MEDITECH EHR Software
  • Insurance Verification
  • Appointment Scheduling
  • Strong Organization
  • Quality Improvement
  • Patient Safety
  • Operational Records Maintenance
  • Service Utilization Improvements
  • Time Management
  • Multitasking

Languages

Arabic
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Patient Administrator - Care Collaboration Centre

Mediclinic Middle East
06.2024 - Current

Contact Center Representative

Mediclinic Middle East
03.2020 - 05.2024

Operations Manager Intern

Elabelz
01.2020 - 03.2020

Co-Founder

3alnet.com
01.2017 - 12.2020

Logistics Manager

Edfa3ly.com
09.2016 - 08.2018

Logistics Coordinator

Edfa3ly.com
09.2014 - 08.2016

Customer Service Team Leader

Edfa3ly.com
09.2013 - 09.2014

Technical Support Agent

Orange
10.2012 - 09.2013

Call Center Agent

Vodafone
03.2012 - 09.2012

Call Center Agent

Orange
06.2010 - 01.2011

Bachelor of Commerce And Foreign Trades - International Relations And Affairs

Helwan University

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Amr Elmoshnib