Hospital Delegate - Customer Services Representative

Job Objectives
A Hospital Delegate is responsible for answering customer inquiries face to
face, over the phone and e-mail, ensuring that all member requests are
processed as per company standards and SLA and provide a competent, courteous,
efficient and proactive point of contact for all attended members.

Roles & Responsibilities:
‎1. Provide a high level of customer service taking into consideration that
members always have an urgent requirement and are looking for instant and
immediate action.
‎2. Follow customer service procedures.
‎3. Maintain a thorough knowledge of network of hospitals, products and
services so that customers are provided with accurate information constantly.
‎4. Regularly and timely highlight all problems/challenges/obstacles that may
occur in daily communications with the respective hospital or members so that
corrective actions can be taken promptly.
‎5. Highlight opportunities and contribute in improving our procedures,
technology and service.
‎6. Perform the job as an ambassador ensuring to represent the best image.
‎7. Handle, record and report customer complaints with empathy and take all
possible actions to resolve the issues to their fullest satisfaction
‎8. Monthly report stationary and marketing materials and make sure to notify
the concerned department in case of running low of them.
‎9. Ensure that SLA between respective hospital and the insurance provid is
always respected and CCHI standards are strictly met in terms of patient’s
protection, regulation and quality of services.
‎11. Ensure that office, desk and personal appearance is at the highest level
of cleanliness, order and professional look.
‎12. Play a mentoring role for the hospital staff through coaching, training
and effective communications and report feedback to line manager on monthly
basis
‎13. Ensure the hospital front desk staff are handling our members according
to the set guidelines and procedures.
‎14. Regularly ensure and report the satisfaction of admitted members.

REQUIREMENTS
* Associate Diploma or a New BS graduate with similar experience.
* Good command of both Arabic and English Language.
* Experience in Insurance field is preferred.
Competencies:
Customer service

Problem Solving

Complaints handling

Interpersonal skills

Communication skills

Stress Management

Please be advised that in order to service the customer base, the shift
requirements are Sunday to Thursday working a split shift pattern - 9am - 1pm
and 5pm to 9pm. There may be a requirement to work occasional Saturdays.
Please ensure that you are able to manage this working pattern before
applying.
Location: Habib hospitals branches in Riyadh (Olaya, Rayyan, Takhasusi)

About Cigna
Cigna Corporation exists to improve lives. We are a global health service
company dedicated to improving the health, well-being and peace of mind of
those we serve. Together, with colleagues around the world, we aspire to
transform health services, making them more affordable and accessible to
millions. Through our unmatched expertise, bold action, fresh ideas and an
unwavering commitment to patient-centered care, we are a force of health
services innovation. When you work with us, or one of our subsidiaries, you’ll
enjoy meaningful career experiences that enrich people’s lives. What
difference will you make?

Qualified applicants will be considered without regard to race, color, age,
disability, sex, childbirth (including pregnancy) or related medical
conditions including but not limited to lactation, sexual orientation, gender
identity or expression, veteran or military status, religion, national origin,
ancestry, marital or familial status, genetic information, status with regard
to public assistance, citizenship status or any other characteristic protected
by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application
process, please email: [email protected] for support. Do not email
[email protected] for an update on your application or to provide your
resume as you will not receive a response.