Samah Khatatbeh
Social Worker / Patient Experience Senior
Amman
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.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Patient Experience Coordinator /Social Worker
Istiklal Hospital
Amman
04.2021 - Current
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients and various departments and staff.
- Taught patients and families to use at-home medical equipment.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in team-building activities to enhance working relationships.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Organized patient records and database to facilitate information storage and retrieval.
Customer Relationship Officer
Al-Nisr Al_Arabi Insurance
Amman
11.2018 - 03.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Educated customers about [L-Niser Product] options and processed purchases.
- Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Created customer support strategies to increase customer retention.
Project Coordinator
Crown Prince Foundation
Amman
04.2018 - 10.2018
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Prepared meeting agendas and minutes for distribution and record keeping.
Filed Enumerator
USAID
Amman
12.2016 - 02.2018
- Exceeded goals through effective task prioritization and great work ethic.
- Created plans and communicated deadlines to complete projects on time.
- Received and processed stock into inventory management system.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled [30] calls per day to address customer inquiries and concerns.
- Increased customer satisfaction by resolving issues.
Social Worker
UNHCR
Amman
11.2015 - 11.2016
- Recommended long-term residential treatment, short-term residential treatment and individualized .
- Completed detailed charts to summarize interactions with patients and booked follow-up sessions.
- Advocated for client rights and sought solutions by tracking and monitoring legislation and arranging and attending meetings with congressional lawmakers and staff.
- Facilitated family therapy sessions between children, caregivers and siblings to remediate conflict and build healthy relationships.
- Interviewed clients, families or groups to assess situations, limitations and issues and implement services to address needs.
- Visited individuals in homes and attended group meetings to provide information on agency services, requirements and procedures.
Education
Bachelor Degree - Social Work
Balqa Applied University
01.2012 - 01.2016
Master of Science - Social Work
University of Jordan
Amman - Jordan 09.2020 - Current
Skills
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Timeline
Patient Experience Coordinator /Social Worker
Istiklal Hospital
04.2021 - Current
Master of Science - Social Work
University of Jordan
09.2020 - Current
Customer Relationship Officer
Al-Nisr Al_Arabi Insurance
11.2018 - 03.2020
Project Coordinator
Crown Prince Foundation
04.2018 - 10.2018
Filed Enumerator
USAID
12.2016 - 02.2018
Social Worker
UNHCR
11.2015 - 11.2016
Bachelor Degree - Social Work
Balqa Applied University
01.2012 - 01.2016
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