Key Account Customer Care

Job Description

Role Purpose:
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.

Key Accountability:
‎1- 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

‎2- 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 upload 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 telecommunication, insurance, hospitals, banks or FMCG


• Ability to multitask and work under pressure


• Commercial skills in combination with service mindset


• Excellent follow up skills


• Strong communication and negotiation skills


• Experience in customer service, contact or call center, or customer care management is an advantage


• Strong background in medical sector or insurance is a plus

Education

Business, Marketing