Health Coordination
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Key skills for this role
About the Role
Bupa is hiring a Health Coordination Associate to answer customer inquiries face-to-face, over the phone, and via email, ensuring high-quality service. The role requires a bachelor's degree in Business, Healthcare, or a related field, and skills in customer service and communication.
Key Skills for This Role
Responsibilities
- Answer customer inquiries face to face, over the phone and e mail
- Ensure all calls and member requests are processed as per company standards
- Provide a competent, courteous, efficient and proactive point of contact for customers and hospital staff
- Follow up on all inquiries to ensure resolution satisfies customer, hospital and company expectations
- Deal competently with customer complaints and take all possible actions to resolve issues
- Ensure hospital compliance with agreed upon standards of service
- Establish excellent relationships with providers insurance directors
- Conduct regular visits to the front lines at the point of service
Requirements
- Bachelor's degree in Business, Healthcare or equivalent in related field
- Healthcare, customer service, front desk experience
- Multi cultural with interpersonal and communication skills, excellent planning
- Commercial skills in combination with service focused mindset
Full Job Posting
Role Purpose
- Is responsible for answering customer inquiries face to face, over the phone and e mail, ensuring that all calls and member requests are processed as per the company standards and provide a competent, courteous, efficient and proactive point of contact for customers and hospital staff.
- Follow up as needed on all inquiries to ensure resolution satisfies customer, hospital and company expectations.
Key Accountabilities
- Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards.
- Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information.
- Deal competently with customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
- Work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
- Strive consistently to promote a positive team spirit.
- Contribute to the team positively.
- Ensure that the hospital is compliant with the agreed upon standards of service with our company and that they deliver such standards to the members.
- Ensure that the hospital is utilizing the swipe card and fingerprint machines in addition to the website and any of the technical services linked to our company.
- Play a support role for the hospital staff and enable coaching and training on BUPA services to the hospital staff.
- Solve the customer complaints without the need of further escalations.
- Ensure the proper follow up of the recovery plan.
- Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions.
Skills & Education
- Healthcare, customer service, front desk.
- Multi cultural with interpersonal and communication skills, excellent planning.
- Commercial skills in combination with service focused mindset.
- Bachelor's degree in Business, Healthcare or equivalent in related field.
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