SHOAIB MAHMOOD
Front Office Executive/ Supervisor
Abudhabi
Summary
Career Overvie To obtain a responsible, career oriented position that allows to effectively utilize my existing experience and skills in an administrative or customer service role.
Overview
19
19
years of professional experience
Work History
Patient Admin
Kings College Hospital Dubai Hills
12.2018 - Current
- Led patient services such as financial evaluations, insurance verification requests, and account Updates
- Scheduling patient hospital admissions, filing medical reports and insurance forms, pulling patient charts, completing insurance and other forms
- To ensure that the bills are generated as per the prescribed tariffs and bill mode
- Providing information and educating patients / relatives on the various services including all the package
- Details
- Handling customer queries and grievances
- Preparing IP bills, handling cash and maintaining Records
- Following Cash / Credit / Corporate billing / discount instructions, and ensuring accurate and timely registrations & report movement
- Coordinating with Insurance Companies, HMO and Corporate for Approvals
- Proficient in using Citrix
- Directed patients to the appropriate department for attention
- Prioritized patients in emergency
- Scheduled and confirmed future appointments as well as any changes to existing appointments with patients via phone
- Explained clinic policy to patients
- Processed prescription refill messages
- Scheduled patient hospital admissions
- Prepared statistics reports on daily basis
- Reconciled cash as per doctor’s cash book
- Maintained the reception area and performed other duties as assigned.
Customer Care Incharge
LIFECARE HOSPITAL, UNIT OF VPS
02.2014 - 03.2018
- Proficient in using System Application &Product(INSTA) software
- Interacted on a daily basis with nursing and clinical caregivers to ensure seamless service delivery for Lifecare patients and visitors
- Collected data, information and coordinated scheduledpatient’s check in process for diagnostic sessions or evaluation with thephysicians& Clinical nurses
- Handled patient scheduling for OPD and other ancillary department visits
- Provided transport and mobility service assistance to patients and guests as required
- Handled patient’s requests to analyze and solved queries regarding insurance policies, account information, bills amendments, cancellations, refunds, sick leaves and discount policies
- Monitored team of 45 staff and prepared duty schedules of Guest Executives,Asst Supervisors and call centre staff and ensured backfill and coverage is optimal to meet patient access and operations required during all hours of operations
- Conducted weekly meetings with staff to share and get inputs regarding general issues, customer problems, complaints, suggestions to improve quality of service and served as a facilitator to refer complaints of a serious nature to higher management for their review and comments
- Updated& maintained the holiday, absence and training records of staff
- Facilitated on boarding of new employees by scheduling training, answering questions and processing paperwork
- Mentored staff in all office systems, databases, policies and procedures while focused on minimizing errors and generating superior resultsto achieve hospital objectives.
FRONT-OFFICE SUPERVISOR
PRIME MEDICAL CENTER
02.2011 - 12.2013
- Greeted incoming Patients
- Proficient in using Hospital Information System (HIS) & Hospital Management system(HMS)
- Served as the first-line supervisor for all receptionists
- Handled patient scheduling for OPD and other ancillary department visits
- Monitoredofficeinventory list and ordered supplies as necessary
- Updated&maintained the holiday, absence and training records of staff
- Facilitated on boarding of new employees by scheduling training, answering question and processing paperwork
- Coachedstaff in all office systems, databases, policies and procedures andfocused on minimizing errors and generated superior results
- Handled customers effectively by identifying needs, quickly gaining trust, approached complex situations and resolved to maximize efficiency
- Corresponded with complex patients via phone, fax, and email and in person to schedule appointments and answer queries
- Cooperated with medical insurance companies and established professional relationships and resolved billing issues
- Initiated and established a transparent reporting system for complaints and suggestions from employees, patients and families
- Conducted regular meetings with branch manager to review and discussedcomplaints, suggestions necessary to improve the services and quality of the clinic
- Collaborated with maintenance team and maintained smooth work flow and efficient organization operations
- Prepared statistics report on daily basis
- Performed other duties as assigned by the branch manager.
FRONT DESK EXECUTIVE AND CASHIER
New Medical Specialty Hospital NMC, GC
09.2003 - 12.2011
- Greeted incoming patients
- Registered incoming patients following hospital procedures
- Proficient in using Hospital Management System (HMS)
- Directedpatients tothe appropriate department for attention
- Prioritized patients in emergency
- Scheduledand confirmed future appointments as well as any changes to existing appointments with patients via phone
- Explained clinic policy to patients
- Received and delivered messages, processed incoming and outgoing correspondence
- Handled calls from hospital labs and x-ray room
- Processed prescription refill messages
- Scheduled patient hospital admissions
- Filed medical reports and completed insurance forms
- Retrieved patient charts
- Issued receipts and payment vouchers
- Prepared statistics reports on daily basis
- Reconciled cash as per doctor’s cash book
- Maintained the reception area and performed other duties as assigned.
Education
Bachelor of Business Administration - Marketing
Askari College of Management Sciences
Intermediate Diploma - Commerce
Punjab College of Commerce (PCC)
JCI Training - undefined
New Medical Center
05.2009 - 07.2009
Skills
Medical billing, medical coding and hospital administrative proceduresProficiency in using Hospital InformationSystem (HIS), Hospital Management System (HMS) ACCPAC, Insta and SAP SoftwarePossess excellent Microsoft Office Suite skillsPossess excellent interpersonal, Organizational and Supervisory skillsAbility to communicate effectively in a warm and courteous mannerSkilled in handling and responding in emergency situationsAbility to work effectively with patients and doctors as a teamAbility to work under pressure and handle multiple tasksExcellent typing speed of 55 WPMBilingual (English, Hindi and Arabic)
Timeline
Patient Admin
Kings College Hospital Dubai Hills
12.2018 - Current
Customer Care Incharge
LIFECARE HOSPITAL, UNIT OF VPS
02.2014 - 03.2018
FRONT-OFFICE SUPERVISOR
PRIME MEDICAL CENTER
02.2011 - 12.2013
JCI Training - undefined
New Medical Center
05.2009 - 07.2009
FRONT DESK EXECUTIVE AND CASHIER
New Medical Specialty Hospital NMC, GC
09.2003 - 12.2011
Bachelor of Business Administration - Marketing
Askari College of Management Sciences
Intermediate Diploma - Commerce
Punjab College of Commerce (PCC)