Afraz Shaikh
Vancouver,BC
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
11
11
years of professional experience
Work History
Customer Service and Administration Manager
HMS MIRDIF PRIVATE HOSPITAL
01.2022 - 04.2023
- Plan, administer and control budgets for client projects, contracts, equipment and supplies.
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Direct and advise staff engaged in providing records management, security, finance, purchasing, human resources or other administrative services.
- Learned and applied preferred systems for scheduling, purchasing and problem-solving.
- Reduced employee turnover through employee development and other retention measures.
- Plan, organize, direct, control and evaluate the operations of a department providing a single administrative service or several administrative services.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Prepare reports and briefs for management committees evaluating administrative services.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Multitasking Insurance approval and billing in all out-patient, Emergency and radiology Department
- Being informed and well trained in mostly known insurance companies with their respective policies
- Reassurance of profits in case of adjustment in the invoices
- Handled refunds upon approval from the higher management
- Handled discounts upon approval from the higher management
- Medically informed in different cases of patients concerning their insurance policies
- Collecting accounts and process billing information from the patients
- Answering queries for telephone calls
- Maintaining balanced drawer
- Verifying insurance approvals and eligibilities.
Administration Manager
EMIRATES HOSPITAL
02.2021 - 12.2021
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Learned and applied preferred systems for scheduling, purchasing and problem-solving.
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Reduced employee turnover through employee development and other retention measures.
- IP/OP), -Billing (In patient & Outpatient) -Insurance Approvals (Admission for DRG and Non DRG cases + ER services + OP services) -Admissions -Discharges (financial clearances) -Emergency, Front desk, OPD & IPD handling.
Administration and Customer Service Manager
ASTER DM HEALTH CARE
12.2017 - 02.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Receive, greet, communicate, and help patient in every possible way
- Provide necessary support to ensure that patient registration goes on order
- Maintain safety of ID card, insurance card, and travel document of patient
- Ensure the insurance policies are valid and covered within the network for direct billing
- Provides information regarding tariff, estimate doctor specialty etc
- Coordinating with nurse, doctor and other staff for accurate billing of patient
- Provide training to new recruits about insurance and billing protocols, etc
- Maintain cash and generates cash reports and submits to concerned department
- Handling emergency appointments
- Handling outbound and inbound calls and emails
- Coordinating with insurance companies for the approvals
- Checking approval and coordinate with insurance team for any discrepancy in approval
- Performing billing for patient under insurance protocols
- Performing Monthly Closing Procedures
- Handling Petty Cash
- Creating Goods Receiving Note in System as per the Bill
- Coordinating with HR, Accounts and other department for Operational Activities
- Preparing Staff and Doctor Overtime Report to share with HR
- Handling DHA Inspections
- Based on inspection initiating the plans according to requirement.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Associate
Rao IIT Academy
11.2013 - 04.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
Customer Service Team Leader
McDonald's
09.2012 - 09.2013
- Communicated with vendors regarding backorder availability, future inventory, and special orders
- Answered product and service questions, suggesting other offerings to attract potential customers
- Evaluated customer service staff performance and provided constructive feedback
- Handled day-to-day customer contact via phones, faxes, and emails
Education
Bachelor of Science - Information Technology
K.P.B Hinduja College of Commerce
Mumbai India09.2017
Skills
- Customer service and support
- Customer service, education and counseling
- Administration and management
- Project management
- Supervising, Scheduling and planning
- Organizational skills
Additional Information
- Achievements: , Received well done Award in contribution in the month of March 2019 to support the Organization Objective at Aster DM Healthcare. Received well done Award in contribution in taking extra responsibility in clinic prudently with minimum supervision at Aster DM Healthcare. Received Certificate of Appreciation on Patients Feedback for Excellent Service at Aster DM Healthcare.
Timeline
Customer Service and Administration Manager
HMS MIRDIF PRIVATE HOSPITAL
01.2022 - 04.2023
Administration Manager
EMIRATES HOSPITAL
02.2021 - 12.2021
Administration and Customer Service Manager
ASTER DM HEALTH CARE
12.2017 - 02.2021
Customer Service Associate
Rao IIT Academy
11.2013 - 04.2014
Customer Service Team Leader
McDonald's
09.2012 - 09.2013
Bachelor of Science - Information Technology
K.P.B Hinduja College of Commerce
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