Senior Associate - Health Coordination (Pipeline)

Bupa Arabia; Qatif; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading healthcare provider in Eastern Province, Qatif, seeks a customer service representative to manage inquiries and ensure compliance with service standards. The ideal candidate will have a Bachelor's degree in Business or Healthcare, with strong customer service skills and the ability to work in a multicultural environment. Responsibilities include addressing customer complaints, supporting team efforts, and building relationships with hospital staff.

Qualifications

• Proficiency in multi-cultural environments with excellent interpersonal and communication skills.
• Strong planning and organizational skills.
• Ability to handle customer complaints effectively.

Responsibilities

• Ensure high levels of customer service and professionalism.
• Support team goals and positively contribute to team spirit.
• Manage customer complaints and ensure proper follow-up.
• Build strong relationships with providers and conduct regular visits.

Skills

Healthcare

Customer service

Interpersonal communication

Education

Bachelor's degree in Business, Healthcare or equivalent

Job description

Job Description

Role Purpose: Is responsible for answering customer inquiries face to face, over the phone and e-mail, ensuring that all calls and member requests are processed as per the company standards and provide a competent, courteous, efficient and proactive point of contact for customers and hospital staff. Follow up as needed on all inquiries to ensure resolution satisfies customer, hospital and company expectations.

Key Accountabilities:

1. High level of customer service and professionalism:
   • Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards.
   • Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on its provider and proceed general queries with confidence.
   • Deal competently with customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
2. Team Support:
   • Work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
   • Strive consistently to promote a positive team spirit.
   • Contribute to the team positively.
3. Providers' compliance:
   • Ensure that the hospital is compliant with the agreed upon standards of service with our company and that they deliver such standards to the members.
   • Ensure that the hospital is utilizing the swipe card and fingerprint machines in addition to the website and any of the technical services linked to our company.
   • Play a support role for the hospital staff and enable coaching and training on BUPA services to the hospital staff
4. Complaints management:
   • Solve the customer complaints without the need of further escalations
   • Ensure the proper follow up of the recovery plan
   • Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions
5. Relationship building:
   • To establish excellent relationships with the providers insurance directors
   • To conduct regular visits to the front lines at the point of service & to listen to their concerns and feedback
   • To co-ordinate with provider relation on a recognition mechanism for the providers
   • To ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership framework
6. Professional appearance and commitment.
   • To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.

Skills

• Healthcare, customer service, front desk
• Multi-cultural with interpersonal and communication skills, excellent planning
• Commercial skills in combination with service focused mindset

Education: Bachelor's degree in Business, Healthcare or equivalent in related medical field.