Senior Associate – Hospital Delegate Services (Pipeline)

Job Description

<strong>Job Description</strong><p><br></p><strong>Role Purpose:</strong><p><br></p>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.<p><br></p><strong>Key Accountabilities:</strong><p><br></p>1- High level of customer service and professionalism:<p><br><br></p><ul><li> Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards.</li><li> 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.</li><li> Deal competently with customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.<br></li></ul><p><br></p>2- Team Support:<p><br><br></p><ul><li> Work effectively both individually and as part of a team to achieve both individual and department goals and objectives.</li><li> Strive consistently to promote a positive team spirit.</li><li> Contribute to the team positively.<br></li></ul><p><br></p>3- Providers’ compliance:<p><br><br></p><ul><li> 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.</li><li> 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.</li><li> Play a support role for the hospital staff and enable coaching and training on BUPA services to the hospital staff<br></li></ul><p><br></p>4- Complaints management:<p><br><br></p><ul><li> Solve the customer complaints without the need of further escalations</li><li> Ensure the proper follow up of the recovery plan</li><li> Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions<br></li></ul><p><br></p>5- Relationship building:<p><br><br></p><ul><li> To establish excellent relationships with the providers insurance directors</li><li> To conduct regular visits to the front lines at the point of service &amp; to listen to their concerns and feedback</li><li> To co-ordinate with provider relation on a recognition mechanism for the providers</li><li> To ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership framework<br></li></ul><p><br></p>6- Professional appearance and commitment.<p><br><br></p><ul><li> To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.<br></li></ul><p><br></p><strong>Skills</strong><p><br></p><strong>Education: </strong><p><br></p>Minimum requirement is university BS degree in business, marketing, healthcare or equivalent in related medical field.<p><br></p><strong>Experience Fields: </strong><p><br><br></p><ul><li> Healthcare, customer service, front desk</li><li> Multi-cultural with interpersonal and communication skills, excellent planning</li><li> Commercial skills in combination with service focused mindset<br></li></ul>