Senior Associate Health Coordination

About the Role

Bupa Arabia is seeking a Senior Associate Health Coordination to join our team in Riyadh, Saudi Arabia. This full-time role is central to ensuring high-quality service delivery to our members and effective coordination with our network of healthcare providers. The position requires 0-1 years of professional experience and focuses on managing inquiries, resolving issues, and fostering strong relationships.

Core Responsibilities

• Respond to customer inquiries through various channels, including face-to-face interactions, phone calls, and email correspondence.
• Process all calls and member requests in strict adherence to company standards and procedures.
• Follow up on all inquiries to ensure resolutions meet the expectations of customers, hospitals, and the company.
• Maintain a comprehensive understanding of all company departments, the hospital network, products, and services to provide accurate information.
• Work effectively both independently and as part of a team to achieve individual and departmental goals, promoting a positive team environment.

Customer Service and Complaint Management

• Provide a competent, courteous, efficient, and proactive point of contact for customers and hospital staff.
• Handle customer complaints effectively, resolving issues to their full satisfaction with minimal intervention from team leaders.
• Ensure proper follow-up on recovery plans and accurately enter complaints into the system tracker for preventive analysis.

Provider Coordination and Compliance

• Verify that hospitals comply with agreed-upon service standards and deliver these standards to members.
• Ensure hospitals utilize technical services, including swipe card and fingerprint machines, as well as the company website.
• Offer support, coaching, and training on Bupa services to hospital staff.
• Establish and maintain strong relationships with providers' insurance directors.
• Conduct regular visits to service points to gather feedback and address concerns, coordinating with provider relations on recognition mechanisms.
• Contribute to strengthening the image of providers to enhance the partnership framework.

Required Experience and Attributes

• 0-1 years of relevant professional experience.
• Demonstrated ability to maintain a high level of customer service and professionalism.
• Strong communication and interpersonal skills for effective interaction with diverse stakeholders.
• A proactive approach to problem-solving and issue resolution.

Professional Standards

The role requires a commitment to maintaining the highest level of cleanliness, order, and professional appearance for the office, customer areas, and personal presentation. This position is based in Riyadh, Saudi Arabia, and is a full-time opportunity.