Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Raoudha Ben Fradj

Raoudha Ben Fradj

Doha

Summary


Experienced with clinical in charge, ensuring high standards of patient care and staff performance. Utilizes effective communication and leadership skills to manage teams and resolve conflicts with more than 5 years and Knowledge of compliance regulations and best practices in clinical settings.

Overview

5
5
years of professional experience

Work History

Patient Coordinator / Clinic in charge

Aida Medical Center
05.2023 - Current
  • Facilitated smooth clinic operations by overseeing daily administrative tasks, including appointment scheduling and billing procedures.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Provided prompt, polite and professional in-person and telephone customer service.
  • Schedule appointments for doctor visits and procedures.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Prepared and processed patient referrals and transfer requests.
  • Improved patient satisfaction by streamlining the appointment scheduling process and implementing a user-friendly online booking system.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Optimized appointment scheduling process to minimize wait times for patients, resulting in increased satisfaction rates.
  • Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
  • Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.

Head Call Center and Reception

Aida Medical Center
06.2021 - Current
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Enhanced clinic efficiency by coordinating staff schedules, ensuring optimal coverage during peak hours.

Call Agent /Medical Receptionist

Aida Medical Center
06.2020 - 06.2021
  • Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
  • Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
  • Streamlined call handling procedures to minimize customer wait times and optimize service quality.

Education

English Certificate
Cyber School Tunisia
01-2017

High School Diploma -

Certificate of High Technical Assistant Directorat
Sectoral Center Tunisia
02-2016

Certificate of Baccalaureate Technique
Ibn Al Jazar Institute Of Kairouan Tunisia
07-2013

Skills

  • Positive attitude
  • Motivational skills
  • Problem-solving skills
  • Clinical training
  • Staff scheduling

Languages

English
Professional Working
French
Professional Working
Arabic
Native or Bilingual

Certification

  • Aida Medical Center

Timeline

Patient Coordinator / Clinic in charge

Aida Medical Center
05.2023 - Current

Head Call Center and Reception

Aida Medical Center
06.2021 - Current

Call Agent /Medical Receptionist

Aida Medical Center
06.2020 - 06.2021

English Certificate

High School Diploma -

Certificate of High Technical Assistant Directorat

Certificate of Baccalaureate Technique

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Raoudha Ben Fradj