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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
Education:
Minimum requirement is university BS degree in business, marketing, healthcare or equivalent in related medical field.
Experience Fields:
- Healthcare, customer service, front desk
- Multi-cultural with interpersonal and communication skills, excellent planning
- Commercial skills in combination with service focused mindset