Health Coordination

#### **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. #### **Skills** * Healthcare, customer service, front desk * Multi\-cultural with interpersonal and communication skills, excellent planning * Commercial skills in combination with service focused mindset #### **Education** Bachelor's degree in Business, Healthcare or equivalent in related medical field.