Oct 2023 – Apr 2026 · 2 yrs 6 mos · Sydney, NSW · On-site

• Manage and coordinate patient appointments with medical professionals, ensuring that schedules are optimized for efficiency. Confirm, reschedule, and cancel appointments as necessary, maintaining an up-to-date and accurate calendar. Coordinate with medical staff to ensure appointment slots are appropriately allocated based on patient needs and physician availability. Serve as the primary point of contact for patients, handling appointment inquiries, scheduling requests, and follow-up communications with professionalism and empathy. Provide patients with pre-appointment information, such as preparation instructions or paperwork requirements. Address patient concerns or queries regarding appointment logistics, maintaining a high level of customer service. Assist with administrative tasks related to appointment setting, including maintaining patient records, managing waitlists, and processing referrals. Ensure that all appointment-related documentation is completed accurately and promptly. Communicate effectively with medical professionals, administrative staff, and patients to ensure all parties are informed of schedule changes and updates. Manage inbound and outbound communication related to appointments, including phone calls, emails, and online inquiries. Utilize scheduling software and tools to manage appointments and patient information effectively. Provide training and guidance to junior administrative staff on medical appointment setting procedures.

Jun 2022 – Aug 2023 · 1 yr 2 mos · Pakistan · Remote

Mar 2022 – May 2022 · 2 mos · Sahiwal District, Punjab, Pakistan

Mar 2022 – Mar 2022 · 0 mo

• Analyze current applications for efficiency. Identify problems and recommend changes and upgrades. Oversee implementation of new programs. Monitor systems and troubleshoot when necessary. Dealing with the clients, helping them resolving the issues they are facing.

Nov 2021 – Mar 2022 · 4 mos

Nov 2021 – Feb 2022 · 3 mos

• Team Lead on OvadaMD medical health provider’s portal & from the pioneers’ batch. Managing incident restoration and service level agreements, and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. Managing the record for the daily base escalated queries by the client & team productivity. Maintain utmost discretion when dealing with sensitive topics. Trains other team members on how to relate with clients in the course of the job to ensure that they are treated in a professional and cordial manner. Keeping the record of daily operations at the desk for tracking of customer needs, services rendered and future reference. Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace. Responsible to achieve team and individual targets/KPI by creating insights. Conducting monthly KPI (Key Performance Indicators) sessions to improve and maintain agent level KPI. Conducting video tutorial meetings for the trainees to make them understand the product & technicalities well.

Aug 2020 – Nov 2021 · 1 yr 3 mos · Lahore · On-site

• Tracking the insurance codes of the patients to acquire the medical coverage carriers. Acquiring all the documents from the client's attorney, which may require to provide to the insurance companies against the verification requests. i.e. Household Affidavit, Police report, Notice of Intention to make claim etc. Conduct checks on documents required for billing purposes. Contacting insurance adjusters for the settlements and to confirm whether or not the coverage is available for the patient. Monthly sessions on employees’ performance and KPIs. Maintain utmost discretion when dealing with sensitive topics. Contacting representing law firms regarding the adjustment of the payments against the treatments taken by the patients. Billing the patients/Insurance occasionally, if needed. Managing and compiling the daily base productivity sheets. Direct contact with facility managers regarding the missing signed documentations for the patients.

Aug 2017 – Aug 2020 · 3 yrs

• Perfect working skills with time management ability. Worked from Home for 7 months during Covid-19 pandemic. Started as a Customer Service Representative & after getting 6 months of experience. I proved myself and provided my services as a Booking sales re-assignor. Client Support Specialist & Customer/Client Complaint Specialty in Tickets department. Investigating and resolving each client’s queries to their utmost satisfaction. Managing the daily productivity and assigning the daily tasks among the team. Conducting training and coaching sessions of team members. Investigating the customer/client’s complaints, and finding query resolutions keeping the SLA under consideration. Collaboration with the management to accomplish the daily, weekly and monthly tasks.
• Worked using Time Doctor software

Aug 2017 – Aug 2020 · 3 yrs

May 2017 – Oct 2017 · 5 mos · Lahore District, Punjab, Pakistan

May 2017 – Oct 2017 · 5 mos

• Worked on Spectrum cable Internet company (US) sales department. Performed B2B sales. Contacting the businesses with the services proposals.

Nov 2016 – Apr 2017 · 5 mos · Lahore District, Punjab, Pakistan

Jan 2016 – Nov 2016 · 10 mos · Lahore District, Punjab, Pakistan

Sep 2015 – Dec 2015 · 3 mos · Lahore District, Punjab, Pakistan

Mar 2015 – Aug 2015 · 5 mos · Lahore District, Punjab, Pakistan

• Provided my services as an Assistant accountant. Ledger posting, debit credit fee settlements. Cash Management/Daily day end Closings. Employees payroll Management.