Care Advisor

Tawteen; Muscat; On-site; OMR 6,700 - 10,000; Full time

Job summary

Tawteen is seeking a Care Advisor Junior in Oman to handle inbound calls, follow established scripts, and ensure high-quality service. You will document each interaction, coordinate with team leaders, and support follow-ups with relevant departments.

The role emphasizes customer-centric problem solving, accurate data entry, and adherence to service standards while maintaining professional communication in English.

Qualifications

• Bachelor’s degree; medical background preferred.
• 0–2 years in a Call Centre/Customer Service environment; exposure to TP A Hospitals or Medical Centers is a plus.
• Strong English communication skills; additional languages are advantageous.
• Solid understanding of customer service principles and telephone etiquette.
• Eligible to work legally in the country of operations.
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint).

Responsibilities

• Handle telephone inquiries related to products and services using established scripts.
• Ensure calls are answered within defined service levels and document interactions accurately.
• Record actions taken for follow-ups and corrective measures.
• Coordinate with Care Centre Team Leader and Assistant Manager.
• Provide high-quality, customer-focused service and maintain up-to-date member records.
• Process pre-approval cases and issues GOP documents as needed.
• Support continuity and follow-up with relevant departments.

Skills

Communication

Telephone etiquette

Customer service

MS Office

Education

Bachelor's degree

Job description

The primary responsibility of a Care Advisor Junioris to handle telephone inquiries related to the company s products and services adhering to established scripts and procedures The role requires ensuring that all calls are answered within defined service levels while maintaining the highest standards of customer service excellence In addition the Care Advisor Junior is responsible for accurately documenting details of each interaction including actions taken to facilitate follow-ups and any necessary corrective measures The role also involves maintaining effective communication with the Care Centre Team Leader and Assistant Manager while consistently delivering a customer-focused service experience

Main Tasks

• Promotes a customer-centric culture within the Care Centre by delivering effective solutions to customer concerns and inquiries
• Adheres to communication and update standards in line with Nextcare policies scheme requirements and agreed turnaround times
• Handles inbound calls and assists customers and providers with specific requests and inquiries
• Conducts outbound calls for case follow-ups collection of medical reports second opinions and complaint management
• Enhances customer awareness and engagement with the company s products and services
• Delivers high-quality personalized customer service at all times
• Maintains and updates customer member records and ensures data accuracy in the system
• Records details of interactions and actions taken to support continuity and follow-up
• Maintains effective communication with the Care Centre Team Leader and Assistant Manager
• Ensures proper documentation call closure and coordination with relevant departments
• Evaluates issues thoroughly and provides logical solutions within the defined scope of authority
• Reviews and processes pre-approval cases exceeding standard turnaround times to ensure timely resolution
• Issues Guarantee of Payment GOP documents as required to support seamless patient care

Requirements

• Bachelors Degree ; Medical background preferred.
• 0 -2 years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
• Strong communication skills in English (additional languages are an advantage)
• Good understanding of customer service principles and telephone etiquette
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.