Customer Service

MedNet Global Healthcare Solutions LLC; Muscat; On-site; OMR 5,600 - 8,900; Full time

Job summary

MedNet Global Healthcare Solutions LLC is seeking an Officer - Customer Service in Muscat to enhance client relations and resolve issues through proactive communication. You will engage with Members, Providers, Brokers and Insurers, collect feedback, and help address service gaps while maintaining strong relationships with insurance partners.

The role requires a medical or paramedical degree, 2 years in healthcare customer service, bilingual English/Arabic, and ability to work on shifts.

Qualifications

• 2 years’ experience in a customer service/call centre role within a hospital/medical insurance environment.
• Good spoken and written communication skills (English & Arabic).
• Knowledge related to medical terminology.
• Health Insurance industry knowledge would be an added advantage.
• Flexibility to work on shift basis.
• Quality focus and customer oriented.

Responsibilities

• Proactive answering Member, Provider, Broker and Insurer calls timely, efficiently and effectively.
• Supporting Insurance companies on client servicing activities (regular meetings with clients to represent MedNet and to gather the client requirements / issues faced and find solutions for the client).
• Collecting feedback from the client through varied channels (in-person, telephonic, email, website, surveys among others).
• Strengthening the business relationship with Insurance companies and intermediaries.
• Educating, strengthening and enhancing individual member relationships and experiences.
• Primary channel for managing client complaints through the ticket system and maintenance of complaints record.

Education

Bachelor’s degree (Medical)

Bachelor’s degree in Paramedic

Tools

Ticket system

Job description

As a member of Munich Re the MedNet Oman is one of the leading managed care service organizations that caters to healthcare needs. We are currently looking for an “Officer - Customer Service” who would work at all times to enhance and strengthen the relationship between the customer and MedNet using strong communication skills, empathy, identifying service and coverage gaps and bringing client feedback to MedNet, for improvement in service.

Your Job:

• Proactive answering Member, Provider, Broker and Insurer calls timely, efficiently and effectively.
• Supporting Insurance companies on client servicing activities (regular meetings with clients to represent MedNet and to gather the client requirements / issues faced and find solutions for the client)
• Collecting feedback from the client through varied channels (in-person, telephonic, email, website, surveys among others).
• Strengthening the business relationship with Insurance companies and intermediaries.
• Educating, strengthening and enhancing individual member relationships and experiences.
• Primary channel for managing client complaints through the ticket system and maintenance of complaints record.
• Contribute innovative ideas and participate in various programs to gain loyalty of the insurance companies and insured members, for instance arranging for free medical check-ups, talks by renowned doctors at client premises among other initiatives.
• Ability to deliver quality outreach program with an effective reach within reasonable timelines set.

Your profile:

• Bachelor’s (Medical) degree or bachelor’s degree in Paramedic.
• 2 years’ experience in a customer service/call center role within a hospital /medical insurance environment.
• Good spoken and written communication skills (English & Arabic).
• Knowledge related to medical terminology.
• Health Insurance industry / market knowledge would be an added advantage.
• Flexibility to work on shift basis.
• Quality focus and customer oriented.
• Ability to handle objections raised by customers.

*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunity employer.