Tamheer - Healthcare Center

Bupa Arabia; Saudi Arabia; On-site; SAR 120,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their customer service team. This role focuses on delivering exceptional service and support to clients in the health care sector, ensuring satisfaction and effective resolution of inquiries and complaints. The ideal candidate will possess strong communication and problem-solving skills, along with a solid background in customer service, especially within the insurance or healthcare domains. If you thrive in a fast-paced environment and are passionate about helping others, this opportunity is perfect for you.

Qualifications

• Bachelor's degree in Business Administration or related field required.
• Strong background in customer service in insurance or hospitals is essential.

Responsibilities

• Handle inbound calls and provide high-level customer service.
• Manage complaints and ensure proper resolution according to policies.
• Build relationships with stakeholders for effective case management.

Skills

Computer Skills

Multi-tasking

Troubleshooting

Problem-solving

Analytical Skills

Follow-up Skills

Customer Service

Communication Skills

Sales Experience

Medical & Insurance Knowledge

Education

Bachelor's degree in Business Administration

Bachelor's degree in Hospitality Management

Bachelor's degree in Health Services

Job description

Job Description

Role Purpose:

Handle all cases received from the outbound related channels and provide world-class service in every interaction for Health Care Center performance and customer satisfaction as per company and department's standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external with high level of quality.

Key Accountabilities:

1. Inbound calls handling:
   
   • Provide a high level of customer service and professional communication skills.
   • Maintain a thorough knowledge of all departments under Bupa Connect Care products and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries with confidence at all times.
   • Resolve and input provider/client requests into CRM according to established guidelines.
   • Ensure proper, accurate records, files, and databases are set up and maintained.
   • Highlight any recurring problems that are identified and then direct the information accordingly so that corrective actions can be taken promptly.
   • Ability to use and interpret multiple systems for preauthorization, claims research, contract interpretation, and provider network status.
   • Capacity to understand and interpret client and provider contracts while working with callers.
   • Provide customer satisfaction to both internal and external customers and strive to continuously improve service delivery.
2. Excellence Recovery:
   
   • Ensure excellent members recovery from the first interaction.
   • Ensure proper, accurate records, files, and databases are set up and maintained.
   • Fully explain while maintaining a high level of NPS survey.
   • Build a strong relationship with all relative stakeholders to ensure proper resolution.
3. Complaints & case management:
   
   • Assure that all the inbound complaints are handled end to end as per the department policy and procedure.
   • Initiate proper escalation to the relative stakeholders.
   • Ensure proper recovery for complaints and high level of satisfaction.
   • Highlight any recurring problems and accordingly take corrective actions to resolve the case.

Skills:

• Ability to use computers and navigate through software applications.
• Ability to multi-task in a fast-paced changing environment and work well under stress.
• Strong troubleshooting, problem-solving and analytical skills.
• Excellent follow-up skills.
• Ability to resolve issues effectively.
• Strong background in customer service in insurance or hospitals.
• Strong communication skills.
• Experience in Customer Service, Sales or Call Centre.
• Medical & Insurance field knowledge is a major advantage.

Education:

Bachelor's degree in Business Administration, Hospitality Management, Health Services or related field.