Enrolments (Quality)

Job Description

Role Purpose
To work on quality management and efficiency improvement for the Enrolment
modules, and manage the Quality team on their day-to-day operational tasks to
ensure related measures applied with high accuracy, also to maintain long-term
relationship with the fulfilment suppliers and couriers aiming at driving
their performance forward to meet with Bupa standards and future goals.

Key Accountabilities
‎1. Operations
* Set the quality strategy together with the Enrolments Managers beginning of each year as part of the Enrolment/Operation strategy.
* Define the quality methods, standards and targets to apply them consistently with Quality team on all Enrolment modules.
* Implement QA compliance objectives for data activities, ensuring QA targets are achieved and improving the Quality Yields.
* Improve efficiency by seeking any deficiency or data inconsistency to find the root cause and implement the appropriate corrective actions.
* Ensure all Production and Maintenance processes and guidelines are aligned with SAMA and CCHI rules and regulations and achieved within Bupa Arabia
* Investigate and response to queries by respective departments (Legal/Compliance) and CCHI authorities.
* Develop a controlling strategy with BA service suppliers (fulfilment and shipment), and ensure developing healthful relationship and communication.
* Ensure statistical information under Enrolment functions are produced, collated and analyzed on daily basis to assist in evaluating the productivity and efficiency of the team.
‎2. Process Changes
* Initiate change requests for system enhancement to improve efficiency and productivity.
* Support the development and implementation of new technology by running tests on the new technology and reporting results.
* Continuously tries to reduce process cycle time and cost by contributing to the re-engineering of processes.
‎3. Workload Management
* Plan and priorities his own work and that of his team members.
* Delegate tasks to team members including the patching process and cases to be resolved with other departments to balance the workload amongst the team.
* Supervise the performance of audits and quality checks by the quality auditor.
‎4. Internal And External Communication
* Build relationships and coordinate with other departments, particularly the sales, provider relation, claims, pricing department per auth department and IT to ensure clear communication.
* Manage external relations and coordinate regularly with fulfilment suppliers and couriers to ensure constant alignment with Bupa standards and avoid customer disruption.
‎5. Maintenance Reports
* Ensure to produce daily and weekly reports for the Enrolment management including KPI reports, team productivity and yields reports for clear communication and quick resolution of issues.
* Ensure to produce specific reports on issues after conducting comprehensive investigation on root-causes and corrective actions to prevent future re-occurrence.
‎6. People Management
* Leads team goal setting, manages and constantly reviews team and individual performance and provides regular feedback, coaching and development.
* Motivates, empowers and enables direct reports by providing the necessary tools and other supports.

Skills

• Expert in Microsoft Office applications


• Experience in the field of Health Insurance