Role summary
Responsible for answering customer inquiries face to face, over the phone and email, ensuring that all calls and member requests are processed according to company standards and providing 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.
Responsibilities
- Follow customer service procedures outlined in the manual to comply with department procedures and standards
- Maintain thorough knowledge of all departments, company hospital network, products and services
- Provide accurate information to customers about providers and handle general queries with confidence
- Deal competently with customer complaints and take all possible actions to resolve issues
- Work effectively both individually and as part of a team to achieve individual and department goals
- Consistently promote positive team spirit and contribute positively to the team
- Ensure hospital compliance with agreed-upon service standards with the company
- Verify hospital utilization of swipe card and fingerprint machines, website and technical services
- Provide support to hospital staff and enable coaching and training on BUPA services
- Resolve customer complaints without requiring further escalations
- Ensure proper follow-up of the complaint recovery plan
- Enter complaints into the complaints system tracker for preventive actions
- Establish excellent relationships with providers' insurance directors
- Conduct regular visits to front-line service points to listen to concerns and feedback
- Coordinate with provider relations on provider recognition mechanisms
- Strengthen provider image with customers to boost partnership framework
- Maintain highest standards of cleanliness, order and professional appearance in office and customer areas
Education
Bachelor's degree
Education · Experience · Type
Bachelor'sInternshipSaudi nationalsSalary not stated