Muhammad Rafiq Bin Sumri
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Patient Service Associate
Ng Teng Fong General Hospital
06.2019 - Current
- Greeted and assisted patients with registration procedures.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals
Emergency Call Operator Specialist
RMA Consultants
09.2017 - 06.2019
- Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
- Completed daily reports, forms and other documentation accurately to avoid errors in patient care.
- Maintained accurate records and updated files using electronic ACES database.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Followed established protocols for professional handling of emergency situations.
- Provided on-the-job training and coaching to develop new dispatchers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered calls from automatic routing system and took basic information from callers.
- Read system maps and caller information, and documented details in system.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Internship Student
Shangri-La Hotels And Resorts
11.2014 - 03.2015
- Maintained lobby, hallway, and auditorium cleanliness using various sanitation practices.
- Stocked and organized concession supplies to provide customers with food and beverage options.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Assisted guests with variety of services and local attraction information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Provided accurate information regarding local attractions, restaurants and activities.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Scheduled and confirmed restaurant reservations for guests.
- Facilitated and coordinated transportation services for guests.
- Assisted with luggage handling, valet services and concierge services.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Provided exceptional customer service to promote positive experience.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Created welcoming and comfortable environment for guests.
Retail Assistant
NTUC
01.2011 - 01.2014
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Wrapped, boxed and weighed fruits and vegetable department products.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Actively engaged customers to provide general assistance and information on store merchandise.
Education
Higher Nitec - School of Hospitality (Hotel Operations)
Institute Technical Education
Singapore12.2015
GCE 'O' Level -
Hong Kah Secondary School
Singapore12.2012
Primary School Leaving Examination (PSLE) -
Lianhua Primary School
Singapore12.2006
Skills
- Organization and Time Management
- Excellent Communication
- Flexible and Adaptable
- Cultural Awareness
- Good Telephone Etiquette
- Microsoft, ACES, EPIC,SAP Software Proficiency
- PPE Compliance
- Analytical and Critical Thinking
- Active Listening
- Self-Motivated
- Training and Development
- First Aid/CPR
- Dependable and Responsible
- Teamwork and Collaboration
Accomplishments
- Service Star Diamond Awards, 2014
- 4PM BESTARI AWARD, 2015
- Edusave Award for Achievement of Good Leadership, 2015
Service Star Diamond Awards are given to 0.4% of ITE College West areas. Students who receive this Diamond award have made outstanding contributions in at least one of these areas: Achievement, Service Excellence and Social Responsibility
4PM BESTARI Outstanding Student Award to Malay/Muslim ITE students whom have performed exceptionally well academically and in co-curricular activities. A total of 45 awards are given out yearly.
The award is given for Achievement, Good Leadership and Service, which is given to up to 10% of students who have demonstrated leadership qualities, service to community and schools, excellence in non-academic activities, and good conduct
Certification
- Interact with Guest (SAP), Shangri-La Hotel Limited
- Emergency Medical Technician, Singapore Civil Defence Force
- Respond to Services Challenges, Service Quality Centre Pte Ltd
- SCDF Operation Centre Operator, Singapore Civil Defence Force
Additional Information
To advance myself to a company that offers great future and that contribute to the society. Where it train workers to be well-equipped with not only with work skills but also life skills and thus to able adapt to all kind of challenges and difficulties. I would want to gain more knowledge about the career too. Lastly, I would like to give my best contribution to the company.
Languages
English
Advanced (C1)
Malay
Bilingual or Proficient (C2)
Timeline
Senior Patient Service Associate
Ng Teng Fong General Hospital
06.2019 - Current
Emergency Call Operator Specialist
RMA Consultants
09.2017 - 06.2019
Internship Student
Shangri-La Hotels And Resorts
11.2014 - 03.2015
Retail Assistant
NTUC
01.2011 - 01.2014
Higher Nitec - School of Hospitality (Hotel Operations)
Institute Technical Education
GCE 'O' Level -
Hong Kah Secondary School
Primary School Leaving Examination (PSLE) -
Lianhua Primary School
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