Yasmin Elkholy
Ottawa,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience and background in the medical field to asses different cases. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships.
Overview
9
9
years of professional experience
Work History
Membership Services Representative
Bupa Global
03.2021 - 07.2023
- Enhanced member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Processed members requested pre-authorizations of different treatments by setting up and sending them directly to members.
- Managing claims by logging or assisting the members on the process and collaborating with claims department.
- Managed incoming inquiries via phone, email, or webchat, providing comprehensive information about membership options.
- Resolved billing discrepancies by thoroughly reviewing account details and collaborating with finance department when necessary.
- Successfully resolved escalated member complaints by actively listening, empathizing, discussing solutions together, and following up post resolution.
- Collaborated with staff members to enhance customer service experience by suggesting new changes that will exceed team goals through effective client satisfaction rates.
- Advised members regarding claim processing times, shortfalls and rejection.
Pharmacist
Barsoum Pharmacies
01.2015 - 04.2015
- Improved patient outcomes by providing comprehensive medication therapy management and counseling.
- Enhanced pharmacy efficiency by implementing new workflow processes and inventory management systems.
- Streamlined prescription filling process, maximizing accuracy and minimizing wait times for patients.
- Developed strong relationships with healthcare providers to optimize patient care and medication adherence.
Education
Bachelor of Pharmacy - Pharmaceutical Sciences
06.2018
High School Diploma -
06.2012
Skills
- Membership Processing
- Task prioritization
- Computer literacy
- Excellent communication
- Problem-solving abilities
- Telephone etiquette
- Adaptability and flexibility
- De-Escalation Techniques
Languages
Arabic
Native language
English
Proficient
C2
Timeline
Membership Services Representative - Bupa Global
03.2021 - 07.2023
Pharmacist - Barsoum Pharmacies
01.2015 - 04.2015
German University of Cairo - Bachelor of Pharmacy , Pharmaceutical Sciences
New English School of Kuwait - High School Diploma,
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