| Employer: | Bupa Arabia |
| Job Title: | Customer Service / Patient Relation Representative |
| Location: | Jubail, Saudi Arabia |
| Job Type: | Full Time Employee |
| Category: | Support Services |
| 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. |
| Qualifications: | |
| Education: | Bachelor's degree / higher diploma |
| Experience: | Min: 0 Max: 3 |
| Salary: | Unspecified |
| Contact: |
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