Epic
Nur Aidah Binte Abdul JALIL
Summary
Dependable in serving diverse needs of patients through active communication and responsive engagement with healthcare services. Skilled at analyzing complex situations and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics and professionalism. Organized and capable at managing multiple priorities with accuracy.
Overview
16
16
years of professional experience
Work History
SENIOR PATIENT SERVICE ASSOCIATE
YISHUN HEALTH
07.2017 - Current
- Managed registration and admission for patients in timely manner and tagging of insurance benefits.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Maintained a clean and organized work area, creating a comfortable environment for patients and visitors during their time at the counter.
- Helped address patients complaints through timely corrective actions and appropriate referrals.
- Oversee the floor and resolved patient's/next of kin's complaints using established follow-up procedures or suggested recommendations.
- Made outgoing calls regarding admissions and answered incoming calls attended to patient or next of kin enquiries.
- Recommended service improvements to management to minimize recurring patient issues and complaints (Kaizen).
- Managed floor manning ensuring sufficient staffs on ground.
- Conducted and trained classes for staffs and new hires during transition to new system (NGEMR - Epic).
CUSTOMER EXPERIENCE SPECIALIST
DELTA AIRLINES
01.2012 - 07.2017
- Resolved customers' issues related to ticket issuance, flight route disruptions and special requests to encourage good customer relationships.
- Outgoing calls to United States or travel agency to inform of amended schedule changes to flight.
- Delivered prompt service to prioritize customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
FLIGHT STEWARDESS
SILKAIR
01.2008 - 01.2012
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Facilitated communication between pilot and cabin crew prior to and during flights to promote smooth operations.
- Assisted passengers with storing luggage and helped locate seating.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Participated in yearly training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
Education
NITEC IN SERVICE SKILLS (TOURISM)
ITE College West
CLEMENTI12.2006
GCE N LEVEL
North View Secondary School
Yishun12.2005
Skills
- Patient confidentiality
- Professionalism and Etiquette
- Teamwork and Collaboration
- Communicating to Patients and Families
- Providing Information and Resources
- Caring and Empathetic
- Multitasking
- Medical Terminology
- Credential Trainer
Software
SAP
Timeline
SENIOR PATIENT SERVICE ASSOCIATE
YISHUN HEALTH
07.2017 - Current
CUSTOMER EXPERIENCE SPECIALIST
DELTA AIRLINES
01.2012 - 07.2017
FLIGHT STEWARDESS
SILKAIR
01.2008 - 01.2012
NITEC IN SERVICE SKILLS (TOURISM)
ITE College West
GCE N LEVEL
North View Secondary School
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