Customer Service

Selectminds; Muscat; On-site; OMR 13,000 - 20,000; Full time

Job summary

MedNet Oman, part of Munich Re, seeks an Officer - Customer Service to enhance client relationships and manage inquiries from members, providers, brokers and insurers. The role emphasizes proactive communication, issue resolution and feedback collection to improve service levels.

The ideal candidate has a medical background with 2 years in a customer service/call center role within healthcare or medical insurance, and is fluent in English and Arabic. Shift flexibility is required.

Qualifications

• Bachelor’s degree (Medical) or Paramedic is required.
• 2 years’ experience in a customer service/call center role within a hospital/medical insurance environment desirable.
• Good spoken and written communication skills in English and Arabic.
• Knowledge of medical terminology is advantageous.

Responsibilities

• Proactive answering Member, Provider, Broker and Insurer calls timely, efficiently and effectively.
• Supporting Insurance companies on client servicing activities and representing MedNet in meetings to gather requirements and provide solutions.
• Collecting feedback from the client through various channels and maintaining records.
• Strengthening relationships with Insurance companies and intermediaries.
• Educating and enhancing member relationships and experiences.
• Managing client complaints through the ticket system and maintaining records.
• Contributing ideas and programs to gain loyalty of insurance companies and insured members.

Skills

Customer service

Communication skills

Empathy

English proficiency

Arabic proficiency

Quality focus

Ticketing system

Education

Bachelor’s degree (Medical) or Paramedic

Tools

Ticketing 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.