Senior Associate – Key Account Customer Care
Job Description
Senior Associate – Key Account Customer Care
Job Description
Role Purpose:
To manage group secretary and members’ inquiries as per standards for Bupa Arabia and act as a proficient representative and supportive point of contact for members in full range of Bupa Services to keep hold of the caring and responsibility values of Bupa Arabia.
Key Accountability:
1- Member Service Support;
Promote BA services by supporting members to utilize services (Tebtom, Rahatkom, Telemedicine, etc) and keep members engaged with company services.
Guide members on points of contact for queries and communication.
Update members on insurance coverage details, follow up cases, inquiries and responses with full support
Complete transactions and answering members’ inquiries on time by aligning with internal departments to reach excellent customer satisfaction
Manage assigned projects with Kaizen methodology to contribute in business improvement and enhancing customer experience
2- Membership Transactions;
Add and delete members and update member information and coverage class as per group secretary request for the policy coverage
Validate documents, contact information and link members to CCHI for membership amendments and complete the missing documents in the upload process.
Validate medical claims received by members and request for missing documents required for submission
Ensure that added members have received membership confirmation and follow up on pending claims.
Update members on pending claims and provider requests and justify rejections
Recover rejected pre-authorization requests and support to revise the rejected requests
Skills
Background in customer service in telecommunication, insurance, hospitals, banks or FMCG
Ability to multitask and work under pressure
Commercial skills in combination with service mindset
Excellent follow up skills
Strong communication and negotiation skills
Experience in customer service, contact or call center, or customer care management is an advantage
Strong background in medical sector or insurance is a plus
Education
Business, Marketing
Job Location Ras Al Khair, Saudi Arabia Job Role Customer Service and Call Center Residence Location Eastern Province, Saudi Arabia; Jubail, Saudi Arabia; Khobar, Saudi Arabia; Dammam, Saudi Arabia; Ras Al Khair, Saudi Arabia; Qatif, Saudi Arabia; Hofof, Saudi Arabia; Hafr Albaten, Saudi Arabia; Alahsa, Saudi Arabia
