Middle East Jobs, Careers, Vacancies: Sr. Officer - Hospital Delegate Services, Bupa Arabia, Jubail, KSA

Job Description

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:

- 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.