Senior Associate - Health Coordination (Pipeline)

Overview

Senior Associate - Health Coordination (Pipeline) at Bupa Arabia. The role 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 per company standards, and providing 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 Responsibilities

• Maintain a high level of customer service and professionalism by following customer service procedures and department standards.
• Maintain thorough knowledge of all departments, the company network of hospitals, products and services to provide accurate information and handle general queries confidently.
• Handle customer complaints competently and take actions to resolve issues to their fullest satisfaction with minimal intervention from team leaders.
• Work effectively both individually and as part of a team to achieve individual and department goals; promote a positive team spirit and contribute positively.
• Ensure hospital compliance with agreed service standards and that hospitals deliver those standards to members; support use of swipe card, fingerprint machines, website and related technical services.
• Support hospital staff and enable coaching / training on BUPA services; provide relationship-building with provider representatives and regular on-site visits to gather feedback and address concerns.
• Assist in managing complaints to prevent escalations where possible; ensure proper follow up of recovery plans and logging of complaints into the tracker for preventive actions.
• Maintain professional appearance, office and customer areas to reflect a high standard of cleanliness, order and professionalism.

Qualifications

Skills

Education

Bachelor's degree in Business, Healthcare or equivalent in related medical field.

Seniority level

Employment type

Job function

Industries

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