Sr. Officer - Hospital Delegate Services

Job Description

Sr. Officer - Hospital Delegate ServicesRole 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 departments 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: - Work effectively both individually and as part of a team to achieve both individual and department goals and objectives. - Strive consistently to promote a positive team spirit. - Contribute to the team positively. 3- Providers compliance: - 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. - 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. - Play a support role for the hospital staff and enable coaching and training on BUPA services to the hospital staff 4- Complaints management: - Solve the customer complaints without the need of further escalations - Ensure the proper follow up of the recovery plan - Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions 5- Relationship building: - To establish excellent relationships with the providers insurance directors - To conduct regular visits to the front lines at the point of service & to listen to their concerns and feedback - To co-ordinate with provider relation on a recognition mechanism for the providers - To ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership framework 6- Professional appearance and commitment. - To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.SkillsEducation:Minimum requirement is university BS degree in business, marketing, healthcare or equivalent in related medical field.Experience Fields:- Healthcare, customer service, front desk - Multi-cultural with interpersonal and communication skills, excellent planning - Commercial skills in combination with service focused mindset Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 0 Max: 3 Residence Location Jeddah , Saudi Arabia

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