Senior Associate - Onsite Health Coordination Pipeline

Bupa Arabia
SA - Riyadh
January 4, 2025

Senior Associate - Health Coordination (Pipeline) Role Purpose:
Is responsible for answering customer inquiries face to face, over the phone, and via 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:
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.
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.
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.
Complaints management:

Solve customer complaints without the need for 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.
Relationship building:

Establish excellent relationships with the providers' insurance directors.
Conduct regular visits to the front lines at the point of service & listen to their concerns and feedback.
Coordinate with provider relations on a recognition mechanism for the providers.
Ensure that the image of the providers in front of the customers is strengthened, giving further boost to the partnership framework.
Professional appearance and commitment:

Ensure the office, customer area, and personal appearance are at the highest level of cleanliness, order, and professional look.Skills:

Healthcare, customer service, front desk, multi-cultural with interpersonal and communication skills, excellent planning, commercial skills in combination with a service-focused mindset.Job Location:
Khobar, Saudi ArabiaJob Role:
Customer Service and Call CenterExperience:
0 - 6 yearsCareer Level / Band:
Professional Jobs#

Read the full job description and apply online on the recuiter's web-site

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