Hellen Oleso

I am a passionate, outgoing, skilled and business oriented lady with a proven track record of building effective business growth and relations, with over 5 years in business management and in the general trade experience.

Customer Experience and Billing Officer/ Patient Relation Officer - MP SHAH HOSPITAL - PARKLANDS - Parklands

(2021-08)

• Enhance Patient experience - Act as the voice of patient by checking and ensuring that the hospital standards provide a positive patient experience. E.g. maintaining the reception ambiance, comfort of waiting area, presence of signage to direct patient, relevant patient navigation.
• Queue Management- Oversee the management of patients through efficient use of the queue management system. Walk around the department regularly to check on patients to avoid delays and minimize the turnaround time.
• Handling Patient feedback & enquiries- Handle enquiries & Complaints, provide appropriate solutions and escalate the feedback as necessary. Upsell hospital service and ongoing marketing campaigns and prompt patients to give feedback through the available channels
• Managing appointments & Sending reports- Booking appointments as per clinic schedules, sending reminders, sending of report, managing walk-in-patients and coordinating with the doctors and clinic staff to ensure smooth running of the clinics.
• Patient Registration-Maintain the validity and accuracy of the hospital records by performing verification checks for patients' patient discharge procedures and confirming that paper records and digital records tally.
• Billing of Services- Maintain and protect the accuracy and reliability of billing operations by ensuring accurate and complete billing of items, monitoring and billing of daily doctor's fee notes and all medical procedures for patients and verification of complete records reporting any missing codes to the supervisor for creation immediately.
• Liaising with Insurance & Other payers: Ensuring pre-authorization of patients covered under insurance schemes, NHIF and other payers are completed & sent promptly & followed up for approval.
• Handling over insurance documents to dispatch.

Customer Service Manager - T-JAYS SALON & SPA

(2017-12 - 2020-06)

• Maintains office services by organizing office operations and procedures, preparing payrolls, correspondence, designing filing system, reviewing and approving supply requisitions, as signing and monitoring clerical functions
• Ensuring that the customer experience at the SPA is delivered as per the company standards. Attend to customers through responding to their queries and providing guidance where necessary.
• Capture visitors' details in a visitor's registrar and issue visitors' card for identification purposes.
• Collect customer feedback and prepare weekly reports to help in improving products/services.
• Conduct live chats with potential customers who visit to ensure that they are well informed, and they receive all the needed customer support.
• Training the staff on customer experience, satisfaction and work ethics. Maintain office efficiency by planning and implementing office systems, layout and equipment procurement.
• Maintain office staff by recruiting, selecting, orienting and training employees. Contributes to team effort by accomplishing related results as needed. Maintain office staff job by coaching, counseling and disciplining employees, planning, monitoring and appraisal job results.
• Keeps management informed by reviewing and analyzing special results, summarizing in formation and identifying trends.
• Completes operational requirements by scheduling and assigning employees, following up on work results.

Customer Experience Consultant - AIRTEL KENYA

(2015-03 - 2017-08)

• Providing general desktop support and project coordination.
• Gather additional requirements and provide end user support working closely to end users.
• Provide feedback to managers and other members on process change suggestions.
• Administer new user IDS and maintain existing access.
• Research, record and resolve client phone calls into call center from correspondent home office contacts and client consumer and end user.
• Configure printers, applications and email profiles.

Event Organizer/ Customer care Executive - GARDEN OF EVE - MACHAKOS - Machakos

(2013-08 - 2015-01)

• Researching markets to identify opportunity for events.
• Liaising with clients to ascertain their precise event requirements.
• Producing detailed proposals for events (e.g., timelines, venues, suppliers, legal obligations, staffing and budgets)
• Co-coordinating venue management, stand designer, contractors and equipment for hire. Implementing Premises License and updating Events License.
• Organizing facilities for car parking, traffic control, security, first aid, hospitality and the media
• Planning room layouts and entertainment program.
• Scheduling workshops for demonstrations.
• Coordinating staffing requirements and staff briefings.
• Selling stand / exhibition space to potential exhibitors/ partners.
• Liaising with clients and designers to create a brand for the event and organizing the production of tickets, posters, catalogues and sales brochures.

Legal Administration Assistant - ALPHONCE MUTINDA & CO. ADVOCATES

(2010-01 - 2013-04)

• Undertaking switchboard duties, -management of the answering machine to ensure a immediate responses.
• Attending to visitors at Reception and controlling entry.
• Receiving mails and sending mails to other organizations.
• Record keeping-filing both electronic and paper
• Undertaking requisitioning & receiving responsibilities for office purchases. Assisting in processing of taxi invoices. Pre-audit of taxi vouchers before forwarding for payment.
• Undertaking other administrative duties as assigned by the Management.

Diploma - Purchasing & Supplies Management - KIM (2010-01 - 2011-12)

Advanced Certificate - Business Management (2009-01 - 2010-11)

Nyabola Girls High School (2002 - 2005)