Customer Support Service
Resume:
OBJECTIVE
Seeking a challenging position where I can utilize my skills and or experiences to contribute to the success and accomplishments of the organisation. EDUCATION
University of Lagos
2017
BSc.Marine Biology
Second Class Upper Division
EXPERIENCE
Outreach Women and Children Hospital, Lagos
2023 - Present
Head of Department,Customer Service and Billing Officer Team Management: This includes recruiting, training, and mentoring customer support representatives to ensure they possess the necessary skills and knowledge to manage customer queries effectively. The team lead also conducts performance reviews and provides ongoing feedback.
Performance Monitoring: Regularly monitor and evaluate the performance of the customer support team by analyzing metrics such as response times, resolution times, customer satisfaction scores, and support tickets handled.
Escalation Handling: Act as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other departments to coordinate solutions and ensure customer issues are resolved promptly. Process Improvement: Continuously assess and improve customer support processes to increase efficiency and effectiveness. This may include developing and implementing new procedures, updating existing workflows, and adopting new technologies. Customer Interaction: Occasionally interact directly with customers to provide support and gather feedback. This helps in understanding customer needs and improving service quality. Reporting and Analysis: Create detailed reports and analyses on customer support activities, team performance, and customer feedback. These insights aid in identifying trends, solving problems, and planning resources.
Knowledge Management: Ensure the team maintains up-to-date and accurate documentation of common issues, solutions, and best practices in a knowledge base accessible to both the team and customers.
Revenue Generation: This position is responsible for driving revenue performance, ensuring compliance with healthcare regulations, and leading a team to support the hospital’s financial health. It requires strong leadership and strategic planning to achieve operational efficiency and maintain high levels of patient satisfaction.
Plays a pivotal role in overseeing the billing operations, ensuring accurate and timely processing of patient invoices, and optimizing revenue cycle management practices. Remains knowledgeable of all charging requirements related to reconciling. Audit invoices to ensure proper billing.
NWATU V I V I AN ONYEKACHI
CONTACT
AMUWO-ODOFIN,LAGOS.
************@*****.***
PERSONAL DETAILS
Marital Status : Single
Nationality : Nigerian
Gender : Female
SKILLS
●Persuasion skills ●Problem-solving
●Critical thinking ●Decision-making skills
●Initiative ●Time management
●Teamwork ●Management ability
●Technical skills ●Relationship
management ●Coaching and training
Outreach Women and Children Hospital, Lagos
2022 - 2023
Assistant Clinical Auditor
Coordinating clinical audits on every departmental process and procedure to check compliance. Carrying out spot checks.
Analysing data and producing reports.
Identifying and implementing quality improvement initiatives. Working with clinicians and managers to improve patient care. Supporting the Trust's clinical governance framework. Managing administration functions of committees.
Evaluation of reasonability of payment raised by Admin and other departments. Outreach Women and Children Hospital, Lagos
2021 - 2022
Customer Service/Billing Executive
Scheduling patient appointments as required via telephone calls and written notification to patients.
Reviewing physician schedules regularly to maximize capacity and verify correct scheduling. Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient. Answering phones to respond to all inquiries made by patients, vendors, insurance companies and other medical facilities.
Liaise with Nursing Unit Mangers/Teams to ensure 100% completeness of charge sheets for patients under IPD (Inpatient Department) for timely billing. Liaise with Claims Unit when required for the processing of bills for Insurance Clients. Ensure Patients are provided accurate bills at all times. Ensure that all relevant documents relating to bills are made available to patients when required
(interim bills, final bill).
Timely update to Billing Supervisor on any matter that may affect the collection of payment from patients, particularly in respect of Private Patients. Multichoice Nigeria Limited, Lagos
2018 - 2019
Customer Service and Retention Officer
Update customer information such as change of address and phone number when requested to do so and update it in the database as required.
Upsell and cross-sell other products that may be useful for clients. Put through relevant sales and contracts for sales of goods or services. Explain products and service features to clients.
Make outgoing calls to customers to advise them of products and services that may be of interest to them.
Contact this candidate