Medical Benefits Officer - Customer Support

Emirates; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

Join a leading company in Dubai as a Medical Benefits Officer, where you will enhance customer service operations and improve efficiency through automation. You will support claims and customer support teams, ensuring adherence to policies while driving quality improvements. This role requires strong communication skills and a relevant degree, along with at least two years of experience in a similar capacity. Enjoy a tax-free salary and unique travel benefits in a vibrant city.

Benefits

Tax-free salary

Travel benefits

Discounts on flights

Discounts on hotel stays

Qualifications

• At least 2 years of experience in a similar role.
• Knowledge of claim examination procedures and standard insurance procedures.

Responsibilities

• Support claims and customer support teams across medical operations.
• Compile feedback from sources to measure external medical providers.
• Provide enhanced customer support activities through various channels.

Skills

Communication

Customer Support

Project Management

Education

Degree or Honours in a relevant business field

Tools

MS Office Suite

SharePoint

Business Intelligence

Job description

Job Purpose

As a Medical Benefits Officer, you will support the Manager in customer service operations and ad hoc project work across the department to ensure adherence to company policies, standard operating procedures, and regulatory authorities' mandates. You will maximize the use of automation to limit company expenses and improve efficiency. Ensure that Medical Benefits (MB) policies and procedures are upheld in all operational activities. Administrate projects, scheme updates, and process revisions in line with MB objectives and management direction, ensuring accurate documentation of process and policy changes in line with audit parameters. Support management reporting with reports and dashboards.

In This Role, You Will

• Support claims, pre-approvals, and customer support teams across medical and administrative operations to ensure effective operation within the MB team, thereby ensuring consistency. Work with the Manager to identify and monitor quality, establish problem areas, and implement corrective actions.
• Maintain a consistent business process review approach, making maximum use of automation to improve speed and quality of internal processes and the customer experience.
• Compile feedback from various sources to measure external medical providers and healthcare benefits, documenting and investigating to seek recommendations for quality improvements.
• Provide enhanced customer support activities (direct, call, and Salesforce case management) to ensure internal customers receive excellent support through both internal and external service providers.
• Collate experience trends and customer feedback reports to document activity with external providers, meet with network administrators to drive customer experience standards, and initiate continuous process improvements.
• Maintain an understanding of all customer touchpoints to propose efficiencies across systems, policies, and processes.
• Demonstrate advanced communication skills to work across all disciplines and business groups.
• Support the development of internal communication, create templates, and online tools to enhance employee understanding.
• Work closely with the HR Manager Member Advocacy to communicate via telephone, email, or personal visits with covered members, internal stakeholders, and external medical providers to discuss and resolve matters related to the customer experience.

Qualifications & Experience

To be considered for the role, you must meet the following requirements:

• Degree or Honours (12+3 or equivalent) in a relevant business field with relevant experience (medical insurance, HR policy, projects, etc.)
• At least 2 years of experience in a similar role

You'll Have An Edge If You Have

• Knowledge of claim examination procedures and standard insurance procedures.
• Knowledge of medical terminology is desirable.
• Knowledge of company insurance schemes and the reimbursement and benefits system is advantageous.
• Proficient in written and spoken English.
• Computer literate with proficiency in MS Office Suite, especially advanced Excel skills. Knowledge of web-based tools such as SharePoint and Business Intelligence is preferred.

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to our industry, including discounts on flights and hotel stays worldwide. More information about our employee benefits can be found in the 'Working Here' section of our website www.emirates.com/careers. Learn about living and working in our vibrant city in the Dubai Lifestyle section.