Customer Service

MedNet UAE FZ L.L.C; Muscat; On-site; OMR 6,700 - 13,000; Full time

Job summary

MedNet Oman invites a Customer Service Officer to join MN SPC - Omani National. You will handle proactive member, provider, broker and insurer calls, aiming to enhance relationships through empathy and clear communication.

Your role includes collecting client feedback, coordinating with insurers, and maintaining complaint records via the ticket system, while delivering thoughtful outreach programs to improve loyalty.

Qualifications

• Bachelor’s degree in Medicine or Paramedic.
• 2 years’ experience in a customer service/call center within a hospital/medical insurance.
• Good spoken and written communication in English & Arabic.
• Knowledge of medical terminology.
• Health Insurance industry knowledge is a plus.
• Flexibility to work on shift basis.
• Customer oriented with quality focus.
• Ability to handle customer objections.

Responsibilities

• Proactive answering of Member, Provider, Broker and Insurer calls in a timely manner.
• Support insurance companies on client servicing activities and gather requirements.
• Collect client feedback through multiple channels (in-person, phone, email, website, surveys).
• Strengthen business relationships with insurance companies and intermediaries.
• Educate and enhance individual member relationships and experiences.
• Manage client complaints through the ticket system and maintain records.
• Contribute ideas for loyalty programs and client outreach activities.
• Deliver quality outreach programs with timely execution.

Skills

English communication

Arabic communication

Medical terminology

Education

Bachelor’s degree in Medicine or Paramedic

Tools

Ticketing system

Job description

Description

Customer Service Officer for MN SPC - Omani National

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.

Qualifications

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.