Serge MUSABYIMANA
About Candidate
Customer service and healthcare support professional with over 3 years of experience in front desk operations, patient reception, insurance billing, and administrative support within a hospital environment. Skilled in handling high-volume client interactions, resolving complaints, processing insurance claims, and ensuring accurate financial reconciliation. Strong ability to maintain service quality through KPI-driven performance, process improvement, and attention to detail. Multilingual communicator fluent in English, French, Kinyarwanda, and Swahili, with a proven ability to work effectively with patients, insurance providers, and healthcare teams in fast-paced environments.
Location
Education
Studied Languages and Literature with strong focus on communication, writing, comprehension, and analytical skills. Developed solid proficiency in English, French, Kinyarwanda, and Swahili, with emphasis on effective written and verbal communication, critical thinking, and interpretation of texts. Built a strong foundation for customer service, administration, and professional communication roles.
Work & Experience
• Supervised hygiene and sanitation operations to maintain a safe and clean healthcare environment. • Guided and oriented patients through hospital departments, procedures, and services. • Managed patient flow and improved service organization and efficiency. • Supported communication between patients and staff. • Contributed to improving patient experience and operational coordination
• Serve as the first point of contact for 50+ patients daily, providing professional reception and customer support. • Handle 25+ phone inquiries daily, including appointments, billing support, service information, and complaint resolution. • Process payments, refunds, and cashier transactions with high accuracy and compliance. • Maintain patient and billing records using Open Clinic and Medisoft (MEDISIGHT) systems. • Perform daily cash reconciliation and end-of-day financial reporting. • Train and onboard new staff on customer service procedures, billing systems, and hospital workflows. • Assist supervisors with operational coordination and service improvement initiatives. • Resolve customer complaints efficiently and escalate complex cases when necessary. Provide multilingual support in English, French, Kinyarwanda, and Swahili.
• Managed Military Medical Insurance billing operations as a key responsibility within hospital billing services. • Prepared, verified, and submitted insurance claims and billing documentation on a monthly basis. • Improved billing accuracy and reduced processing delays through careful verification and review. • Ensured consistent monthly reporting and compliance with insurance procedures.
