Senior Associate Hospital Delegate Services (Mega AC)📣 Job Ad

About Bupa Arabia and the Role

Bupa Arabia is seeking a Senior Associate - Hospital Delegate Services to join its team in Riyadh. This full-time position is integral to maintaining high standards of customer service, ensuring compliance from healthcare providers, and fostering strong relationships within the company's network.

Role Overview and Objectives

The Senior Associate will play a crucial role in upholding service excellence and operational integrity. This involves effectively managing complaints and acting as a key liaison to ensure that Bupa Arabia's service standards are consistently met by partner hospitals. The position focuses on both direct customer interaction and strategic provider engagement.

Key Responsibilities

• Provide a high level of customer service and maintain professionalism in all interactions.
• Adhere to established customer service procedures and departmental standards.
• Maintain thorough knowledge of all company departments, the hospital network, products, and services to provide accurate information and handle general queries.
• Address customer complaints competently and take all necessary actions to resolve issues to satisfaction with minimal intervention from team leaders.
• Work effectively both individually and as part of a team to achieve individual and departmental goals and objectives.
• Consistently strive to promote a positive team spirit within the department.

Provider Compliance and Relationship Management

• Ensure that hospitals are compliant with the agreed-upon service standards with Bupa Arabia.
• Verify that hospitals deliver these standards to members consistently.
• Ensure hospitals utilize swipe card and fingerprint machines, the company website, and any other technical services linked to Bupa Arabia.
• Establish excellent relationships with the insurance directors of provider institutions.
• Conduct regular visits to front-line staff at points of service to gather concerns and feedback.
• Coordinate with provider relations on recognition mechanisms for providers.
• Strengthen the image of providers in front of customers, thereby boosting the partnership framework.

Complaint Resolution and Reporting

• Resolve customer complaints without the need for further escalations.
• Ensure proper follow-up of recovery plans for resolved issues.
• Ensure that all complaints are accurately entered into the complaints system tracer to facilitate preventive actions and analysis.

Professional Standards

The Senior Associate is responsible for maintaining the highest level of cleanliness, order, and professional appearance for the office, customer areas, and personal presentation. This commitment contributes to a professional and welcoming environment for all stakeholders.