Senior Associate - Health Coordination (Pipeline)

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 :

3- Providers' compliance :

4- Complaints management :

5- Relationship building :

6- Professional appearance and commitment.

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