RANJINI RAVINDRAN

Experienced & competent in all aspects of office administration. Answering and redirecting telephone calls. Ability to maintain and establish good relationships with clients. Initiative-taker with an accurate and meticulous work ethic. Posses’ good judgment and can work well under pressure. Powerful sense of responsibility. Ability to thrive within a challenging environment.

• Customer Service Specialist, Star Health Group Ltd, 01/2018, 02/2021, Address telephone (incoming and outgoing), walk in inquiries, client appointments., Operate an extremely busy switchboard and maintain a well-presented and welcoming reception environment., Management of high-volume phone enquiries, Organize patient triage and ensure compliance against KPIs, Providing information to patient in regarding to public dental eligibility, fees, and procedures., Administration task in relation to record management, waitlist, referrals, appointment, and reporting., Managing appointment in Titanium, Review of appointment books on daily basis to identify the gaps and book eligible patients., Review of referral documentation prior to sending and follow up on the incomplete referral., Coordinate with the external service provider for example interpreter booking for client via phone or face to face., Data entry of patient information for waiting list, referrals and recall purposes, ensuring correct data is entered in Titanium., Coordination with the Clinician to ensure right appointment is made., Confirmation calls to be made every day., Experience in managing customer queries and complaints., Provide quality customer service to clients., Takes responsibility for actions and proactively implement.
• Dental Program Specialist, Star Group Ltd, 02/2021, 06/2022, Maintaining strong relationship with colleagues that are constructive and add value to the team, program, and wider organization., Maintaining strong relationship with stakeholders across the organization (managers, coordinators, clinicians, and clients) and communicate & work effectively with them to ensure appropriate service access and safely., Identifying, Suggesting & Implementing process updates and improvements, Effectively communicating process changes and updates to the Team and Programs, Roster Management, Cross Training, upskilling, and training of fresh staff when required., Regular revision of KMS and championing use to team., Regular meeting with Program Managers, Work cooperatively with other team members to ensure all required tasks are completed., Ensure that work and services are always provided in a safe manner by regularly reviewing practices and environment and by participating in OH&S training where required.
• Team Leader Customer Service – Oral Health, Better Health Network (Formerly known as Star Health Group), 07/2022, present, Provide effective leadership to ensure a supportive environment in the team, Ongoing supervision of the Customer Service team through established performance management process, Assist the Practice Manager with recruitment process of new administrative staff., Represent the Oral Health program at the relevant internal meetings/committees., Function as the primary escalation point for client feedback, providing resolution to service access complaints, and consulting with the Practice Manager and Senior dentist where required., Work with triage team to ensure appointments are booked appropriately, in line with the Model of Care and scheduling guidelines., Responsible for issuing monthly account statements and writing off balances in life with debt collection policy., Manage client record requests providing information in timely manner., Undertaking the monthly Appointment book Audit to ensure data quality standards are maintained., Be conversant with computer systems and other technology relevant to position.