Soukaina Bazoui
Abu Dhabi,UAE
Summary
Motivated leader, Costumer service with 10+ years of experience. Skilled in handling difficult situations and work under pressure and handle multiple tasks. Hard-working Supervisor with experience leading teams, delivering results and exceeding expectations.
Overview
12
12
years of professional experience
Work History
Patient Relations Supervisor
NMC Royal Hospital
Abu Dhabi
01.2020 - Current
- Complaints Management.
- Documenting and closing all the complaints on Complaint system (Sapphire).
- Serves on Complaint Management committees meeting.
- Main point of contact for handling all Complaints related Administrative Reports such as DOH, Quality Department Reports and monthly Complaint management presentation.
- Handling patient complaints and 24/7 Complaints phone.
- Communicate between medical professionals and hospital customers when required.
- Participate in quality improvement of hospital by following Google Reviews and Press Ganey Survey .
- Directly supervising all Front Office Operations
- Facilitate communication between the front office executives and the patient .
- Provide appropriate coverage for unscheduled absenteeism or sick leaves and emergency leaves.
- Led team meetings, ensured clear communication amongst all members.
- Coordinate with other supervisors to maintain consistency across shifts.
- Preparation of the monthly duty roster of the receptionists as well as the scheduled annual leaves .
- Yearly staff appraisal as competency check and putting forward recommendations in collaboration with Human Resource Department.
- Handing ,supporting all 999 related cases referred to our emergency dept.
- Managing all police cases internally.
Customer Care Executive
NMC Royal Hospital
Abu Dhabi
04.2016 - 01.2020
- Responsible for greeting, directing and scheduling patients and visitors.
- Handle the tasks of answering high volume of calls.
- Perform responsibilities of scheduling patient's appointments with the concerned physician.
- Provides information about medical insurance coverage to patients and check the same before sending the patient to the doctor.
- Responsible for checking patients out, collecting money and rescheduling follow-up appointments.
- Handle the tasks of entering patient's information into computer.
- Communicates all information to floor supervisor on daily basis.
- Be familiar with emergency and evacuation procedures.
Front Desk Agent
Rotana Hotels
Abu Dhabi
10.2014 - 03.2016
- Handling check-in & check-out on daily basis.
- Communicating daily with Reservation Department.
- Responsible for Guest Open Balance Reports.
- Handling emails coming from reservation department - Directing calls to the concerned department.
- Billing
Front Desk Agent
Riyad Mogador Hotels,
Marrakech, Morocco
06.2012 - 09.2014
- Handling check-in & check-out on daily basis.
- Providing hotel information for guest convenience.
- Managing incoming calls, ensuring professional service.
- Communicating daily with Reservation Department.
- Welcomes the guest in warm and friendly Manner - Check the VIP arrivals, special request.
- Handling confidential information discreetly to maintain privacy and trust of guests.
- Organize transportation with hotel driver and follow up on the information provided.
- Billing
- Ensuring reception area clean
Education
Diploma of Education - Flight attendant Training Program
CCFA Centre Casablancais De Formation Appliquee
Marrakech,Morocco 06.2009 - 06.2011
Diploma - Hospitality Industry
HEES HONOURS CENTER
Marrakech, Morocco 07.2014 -
Skills
- Leadership competence
- Customer services excellence
- Team motivation
- Staff scheduling
- Leadership
- Communication
- Office and administrative tasks
- Complaint handling
- Report preparation
Languages
English
Advanced
Arabic
Native
French
Advanced
Timeline
Patient Relations Supervisor
NMC Royal Hospital
01.2020 - Current
Customer Care Executive
NMC Royal Hospital
04.2016 - 01.2020
Front Desk Agent
Rotana Hotels
10.2014 - 03.2016
Diploma - Hospitality Industry
HEES HONOURS CENTER
07.2014 -
Front Desk Agent
Riyad Mogador Hotels,
06.2012 - 09.2014
Diploma of Education - Flight attendant Training Program
CCFA Centre Casablancais De Formation Appliquee
06.2009 - 06.2011
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