Sr. Officer – Hospital Delegate Services

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.