Senior Associate Hospital Delegate Services📣 Job Ad

About the Role

Bupa Arabia is seeking a Senior Associate - Hospital Delegate Services for a full-time position based in Riyadh. This role is integral to ensuring the delivery of high-level customer service and professionalism within the hospital delegate services framework. The Senior Associate will be responsible for upholding service compliance, managing customer and provider interactions, and fostering strong relationships with healthcare providers.

Key Responsibilities

The Senior Associate will manage a diverse set of responsibilities focused on service delivery, compliance, and relationship management. Core duties include:

• Adhering to customer service procedures as outlined in departmental manuals and standards.
• Maintaining comprehensive knowledge of all Bupa Arabia departments, its network of hospitals, products, and services to provide accurate information and address customer queries.
• Ensuring that hospitals comply with Bupa Arabia's agreed-upon service standards for members at all times.
• Verifying that hospitals utilize swipe card and fingerprint machines, the Bupa Arabia website, and any other linked technical services.
• Working effectively both individually and as part of a team to achieve departmental goals and objectives.

Customer and Complaint Management

A primary focus of this role is the competent management of customer complaints and ensuring their resolution with minimal escalation.

• Dealing competently with customer complaints and taking all necessary actions to resolve issues to their fullest satisfaction.
• Solving customer complaints without the need for further escalations.
• Ensuring the proper follow-up of recovery plans related to complaints.
• Ensuring that all complaints are accurately entered into the complaints system tracer to facilitate preventive actions.

Provider Relationship Building

The Senior Associate will be instrumental in cultivating and maintaining strong relationships with Bupa Arabia's network providers.

• Establishing excellent relationships with providers' insurance directors.
• Conducting regular visits to front-line staff at points of service to gather their concerns and feedback.
• Coordinating with the provider relations team on a recognition mechanism for providers.
• Strengthening the image of providers in front of customers to boost the partnership framework.

Professional Conduct and Team Support

This position requires a commitment to maintaining high professional standards and contributing positively to the team environment.

• Striving consistently to promote a positive team spirit.
• Ensuring the office, customer area, and personal appearance are maintained at the highest level of cleanliness, order, and professional look.

About Bupa Arabia

Bupa Arabia is dedicated to delivering high-quality healthcare services and fostering robust relationships with its network of providers and members. This full-time role in Riyadh offers an opportunity to contribute to these objectives within a dynamic and service-oriented environment.