Senior Associate - Health Coordination; Pipeline

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.

• 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.

• 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.

• 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

• 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

• 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

• To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.