Key Account Customer Care (Mega AC)

Job Description

To manage group secretary and members’ inquiries as per standards for Bupa Arabia and act as a proficient representative and supportive point of contact for members in full range of Bupa Services to keep hold of the caring and responsibility values of Bupa Arabia

Member Service Support:

• Promote BA services by supporting members to utilize services (Tebtom, Rahatkom, Telemedicine, etc) and keep members engaged with company services.

• Guide members on points of contact for queries and communication.

• Update members on insurance coverage details, follow up cases, inquiries and responses with full support

• Complete transactions and answering members’ inquiries on time by aligning with internal departments to reach excellent customer satisfaction

Manage assigned projects with Kaizen methodology to contribute in business improvement and enhancing customer experience

Membership Transactions:

• Add and delete members and update member information and coverage class as per group secretary request for the policy coverage

• Validate documents, contact information and link members to CCHI for membership amendments and complete the missing documents in the upolad process.

• Validate medical claims received by members and request for missing documents required for submission

• Ensure that added members have received membership confirmation and follow up on pending claims.

• Update members on pending claims and provider requests and justify rejections

Recover rejected pre-authorization requests and support to revise the rejected requests

Skills

• Background in customer service in telecomunication, insurance, hospitals, banks or FMCG

• Ablility to multitask and work under pressure

• Commercial skills in combination with service mindset

• Excellent follow up skills

• Strong communication and negotiation skills