Customer Service Manager

Cigna; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Cigna Saudi Arabia is seeking a Customer Service Manager & Hospital Delegate who will lead the customer service team and enhance the patient journey. The ideal candidate is experienced in customer service management within the healthcare sector, with strong leadership and communication skills. Responsibilities include improving service delivery, managing relationships with healthcare providers, and leveraging data analytics for operational efficiency.

Qualifications

• Minimum of 8 years of experience in customer service management, preferably in the healthcare sector.
• Strong educational background related to business administration or healthcare management.

Responsibilities

• Lead and mentor the customer service team to enhance patient journey.
• Design and implement strategies to improve the patient experience.
• Collaborate with healthcare partners for effective communication and collaboration.
• Prepare reports on performance and satisfaction metrics.

Skills

Healthcare operations

Patient experience

Hospital delegation processes

Leadership

Communication

Interpersonal skills

Data analysis

Reporting

Education

Bachelor's degree in Business Administration

Master's degree (preferred)

Healthcare Management

Job description

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Summary:

We are seeking an experienced and dedicated Customer Service Manager & Hospital Delegate to lead our customer service team and enhance the patient journey at Cigna Saudi Arabia. The ideal candidate will be responsible for overseeing customer service operations, managing relationships with healthcare providers, and ensuring a seamless experience for patients throughout their healthcare journey.

Key Responsibilities:

- Lead and mentor the customer service team, fostering a culture of excellence, accountability, and continuous improvement.

- Develop training programs and resources to enhance team performance and service delivery.

2. Customer Experience Management:

- Design and implement strategies to improve the overall patient experience, ensuring timely and effective resolution of inquiries and issues.

- Monitor customer feedback and service metrics, using insights to drive improvements in service quality.

3. Hospital Delegation:

- Establish and maintain strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration.

- Act as a key liaison between Cigna and healthcare partners, ensuring alignment on patient care processes and standards.

- Map and analyze the patient journey to identify areas for improvement and implement initiatives that enhance patient engagement and satisfaction.

- Collaborate with internal teams to streamline processes and eliminate barriers that affect patient experience.

5. Reporting and Analysis:

- Prepare regular reports on customer service performance, patient satisfaction, and operational efficiency for senior management.

- Utilize data analytics to identify trends, opportunities, and challenges within customer service and patient interactions.

6. Compliance and Quality Assurance:

- Ensure compliance with regulatory requirements, company policies, and industry best practices.

- Implement quality assurance measures to maintain high service standards and adherence to the Cigna brand values.

Qualifications:

- Bachelor's degree in Business Administration, Healthcare Management, or a related field; a Master's degree is a plus.

- Minimum of 8 years of experience in customer service management, preferably in the healthcare sector.

Skills :|

- Strong understanding of healthcare operations, patient experience, and hospital delegation processes.

- Excellent leadership, communication, and interpersonal skills.

- Proficiency in data analysis and reporting tools.

- Ability to work collaboratively in a fast-paced environment and manage multiple priorities.

Company Industry

• Fitness
• Gym
• Salon
• Spa

Department / Functional Area

• Business Development

Keywords

• Customer Service Manager

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