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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 staff4- 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 actions5- 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 framework6- 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.
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