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Patient Care Ambassador Resume Example

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/PATIENT CARE AMBASSADOR
Professional Summary

Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 6 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.

Work History
AGA KHAN UNIVERSITY HOSPITAL- Patient Care Ambassador
Nairobi, Kenya01/2018 - Current
  • Worked with nurse managers and the client relations to resolve clinical problems, improve operations and provide exceptional customer service.
  • Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
  • Supported marketing programs and campaigns with content and messaging to drive demand.
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Received incoming calls and messages and addressed phone requests.
  • Determined and recommended methods to address improvement opportunities.
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
  • Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Assisted with proactive client outreach initiatives through meeting with clients at various service points and documented client correspondence in the Outcome Management system.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from different service points, protecting company reputation and loyal client base.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
ECLOF KENYA- Customer Service Assistant
Nakuru, Kenya01/2016 - 07/2017
  • Responded promptly, answered and resolved customers inquiries and complains -This led to customer satisfaction due to effective and efficient communication skills and hospitality.
  • Liaised with administration in:-Forwarding requests and unresolved issues to designated resources by communication and coordinating with internal department.
  • Filling and storage of records involving customer interactions and actions taken.This encompassed comments, inquiries, and compliments and complains.
  • Communicated directly with customers by phone, electronically or face to face in the line of duty.
  • Evaluated changing factors frequently to achieve high customer satisfaction.
  • Upheld inventiveness and flexibility to enable ECLOF company to remain competitive in the market.
  • Dealing with variety of information at disposal to accommodate the rapidly changing customers' preferences.
  • Identified and kindly notified customers of their unpaid loans by telephone to solicit payment, which improved the PAR.
  • Creating a positive and impressive customer service by consistently exceeding expectations in a patient, knowledgeable and courteous manner.
  • Assisted in building customer trust, loyalty and retention by exceeding standards for timelines and responsiveness.
  • Management of Petty cash in liaison with the accounts office.
  • I was able to steer the clearance of long term debts and reduced the overall unnecessary expenditures that were incurred.
  • Delivered prompt service to prioritize customer needs.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Managed 15 incoming calls each day with utmost professionalism and knowledgeable service.
  • Performed data entry with Microsoft excel to record call notes, suggestions and questions.
LIGATE PHARMACY AND DOCTORS PLAZA- Customer Care/Business Sales Executive
Nairobi, Kenya01/2014 - 01/2015
  • Assisted visitors in finding their way through the Pharmacy plaza.
  • Worked with administration in - Ordering and restocking of medical supplies and stationery.
  • Filling and storage of records involving patient's medical history and progress.
  • Communicated directly with customers by phone, electronically or face to face in the line of duty.
  • Drafted and posted signs and directions of instructions throughout the pharmacy.
  • Dealing with variety of information at disposal to accommodate the rapidly changing customers' preferences.
  • Monitoring Stock levels and advice management once re-order level is attained.
  • Creating a positive and impressive customer service by consistently exceeding expectations in a patient, knowledgeable and courteous manner.
  • Assisted in building customer trust, loyalty and retention by exceeding standards for timelines and responsiveness.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Welcomed visitors to office, communicated arrival to team and managed visit expectations.
  • Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
Accomplishments
  • Collaborated with team of 8 in the development of a successful customer service week in Aga Khan University Hospital
  • Used Microsoft Excel to develop monthly ,quarterly and do a trend analysis of the client feedback for the management.
Skills
  • Strong Problem solving /problem analysis
  • Customer service orientation
  • Adaptability
  • Initiative
  • Team Worker
  • Communication skills
  • Interpersonal skills
  • Competitive
  • Customer satisfaction
  • Customer service
  • Patient-focused care
  • Patient care services coordination
  • Patient engagement
  • Following up with patients
  • Patient referrals
  • Healthcare administration
  • Patient relations
  • Patient interviews
Education
UNICAF UniversityZAMBIAExpected in 12/2023Bachelors of Business Administration:
Business Administration And Management
Skynet Institute And Travel AgencyNAIROBI, KENYA05/2013Diploma:
public Relations
KINYUI GIRLS HIGH SCHOOLTALA ,KENYA11/2010Kenya Certificate of Secondary Education:
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Resume Overview

Companies Worked For:

  • AGA KHAN UNIVERSITY HOSPITAL
  • ECLOF KENYA
  • LIGATE PHARMACY AND DOCTORS PLAZA

School Attended

  • UNICAF University
  • Skynet Institute And Travel Agency
  • KINYUI GIRLS HIGH SCHOOL

Job Titles Held:

  • Patient Care Ambassador
  • Customer Service Assistant
  • Customer Care/Business Sales Executive

Degrees

  • Bachelors of Business Administration : Business Administration And Management
    Diploma : public Relations
    Kenya Certificate of Secondary Education :

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