Sr. Associate – Key Account Customer Care

.• Promote BA services by supporting members to utilize services (Tebtom, Rahatkom, Telemedicine, etc) and keep members engaged with company services.

• Guide members on points of contact for queries and communication.

• Update members on insurance coverage details, follow up cases, inquiries and responses with full support

• Complete transactions and answering members’ inquiries on time by aligning with internal departments to reach excellent customer satisfaction

• Manage assigned projects with Kaizen methodology to contribute in business improvement and enhancing customer experience

• Add and delete members and update member information and coverage class as per group secretary request for the policy coverage 

• Validate documents, contact information and link members to CCHI for membership amendments and complete the missing documents in the upolad process. 

• Validate medical claims received by members and request for missing documents required for submission

• Ensure that added members have received membership confirmation and follow up on pending claims.

• Update members on pending claims and provider requests and justify rejections 

• Recover rejected pre-authorization requests and support to revise the rejected requests

Skills:
- Strong customer service skills
- Excellent communication skills
- Ability to build and maintain relationships with key accounts
- Problem-solving and conflict resolution skills
- Time management and organization skills
- Attention to detail
- Proficiency in CRM software and Microsoft Office applications
- Leadership and team management skills
- Ability to multitask and work under pressure
- Knowledge of customer care best practices and trends