Manager - Healthcare Services

in this role you will be asked To deliver the healthcare partnership operations functions and supporting healthcare partner projects in order to drive the healthcare partner pillar of Bupa Arabia.

Key Accountabilities:

Healthcare Operations Service Recovery

• Liaise with medical and non-medical staff at providers to ensure quality healthcare service for our members
• Conduct Outbound calls to our members for Chronic Diseases doing Coaching , Medication Refill & case management through case interpretation or doing promotional calls
• Receive Inbound calls from our members for Medical advices, Lab results interpretation , Refill of Chronic medications regards Refill policy and general assistance
• Ensure patient safety through follow up his case by providing Home-Based Lab services for managing his case, also by providing Telemedicine consultations through our third-party partners
• Rework any case that is related to HCS scope
• Maintain and update a daily database and tracker of members chronic cases & Ensure that they are highly engaged & touched
• Conduct follow up on open cases to ensure optimal members satisfaction
• Liaise with Bupa medical & non-medical staff to ensure a good healthcare services quality
• Answer member consultation / coaching request with high quality according to the updated international guidelines
• Emphasize on patient safety during the coaching, Refill the medicine, medications counselling and lab result interpretation  

Healthcare Operations Operational Excellence

• Engage Chronic members by conducting Outbound calls based on specific and clearly defined criteria
• Maintain and update a database for the treating doctor and provider/hospital service delivery review of the customer experience based on clearly defined matrix and service levels
• Conduct follow up on open cases to ensure optimal members satisfaction and issue resolution

Healthcare Projects

• Support the delivery of healthcare projects by conducting follow up calls and coaching of our members for all healthcare projects and initiatives launched

Healthcare Operations Service Excellence

• Conduct Doctor Chats through the Bupa Arabia website and answer member queries
• Receive Member Helpline Inbound calls from both Bupa Members and Non-Members
• Collaborate with the Sales team and send potential leads to them
• Conduct Outreach programs with Groups/Customers to promote healthcare partnership and wellness agenda
• Participate in Healthcare campaigns, such as Breast Cancer, Chronic Disease Management Programs etc.

Education:

Bachelor in Medicine & Surgery

Experience Fields:

• Pre-Authorization/Insurance experience or clinical excellence ( Preferred )
• Medical Practice
• Quality Management
• Service Delivery Skills

Medicine & Surgery