Sr. Associate - Key Account Customer Care

Role Purpose:

To manage group secretary and members’ inquiries as per standards for Bupa Arabia and act as a proficient representative and supportive point of contact for members in full range of Bupa Services to keep hold of the caring and responsibility values of Bupa Arabia.

Key Accountability:

1- Member Service Support;

• 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

2- Membership Transactions;

• 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 upload 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

• Background in customer service in telecommunication, insurance, hospitals, banks or FMCG
• Ability to multitask and work under pressure
• Commercial skills in combination with service mindset
• Excellent follow up skills
• Strong communication and negotiation skills
• Experience in customer service, contact or call center, or customer care management is an advantage
• Strong background in medical sector or insurance is a plus

Business, Marketing