Customer Service Consultant – Bupa Egypt Insurance
Job Description
Job Description:
• Approving/rejecting all requests to authorize treatment before any surgery or procedure.
• Deal with members’ telephone enquiries, evaluate the situation and apply business criteria and detailed knowledge of Bupa Global products to make appropriate decisions.
• Respond to members’ correspondence either by phone or by writing following appropriate investigation, in line with Bupa Global policy and style.
• Respond to members’ visits by evaluating their situation and requests and accordingly provide them with the necessary advice/ action.
• Apply changes to existing memberships according to Bupa policies and processes
• Reissuing and tracking members’ documents
• Making manual collections from customers’ credit cards
• Deal with billing inquiries.
• Raising manual credit notes and invoices when needed
• Issuing membership letters for customers to confirm cover
• Issuing payment receipts for members and group payments when requested.
• Deal with providers that may have any queries related to their dealings with Bupa Global or on behalf of their clients.
• Take responsibility for ensuring that the system records reflect up to date communications with internal and external customers so that enquiries can be dealt with quickly and efficiently.
• Ensuring members’ contact details are up to date on the system.
• Provide support to other Bupa Global Departments to overcome cultural and language barriers.
• Coordinate with Service Partners to set medical treatment appointments for members seeking treatment internationally.
• Handling members complaints and accordingly investigate situation and coordinate with other departments in order to solve the complaint in a timely manner and retain the customers.
• Use agreed levels of authority and previous experience to make effective business decisions.
• Take ownership of the enquiries and liaise between departments to provide a ‘seamless service’ to members.
• Support new team members throughout their learning curves.
• Ensure that the team objectives are met throughout the year.
Time Type:
Full time
