Tamheer – Hospital Delegate Services

4 سبتمبر، 2022

0 37 2 دقائق

الوصف الوظيفي

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:

1. High level of customer service and professionalism

Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards
Follow up on all customer requests such as but not limited to admission, medication, lab, radiology, etc.
Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on it’s provider and proceed general queries with confidence at all times
Deal competently with customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.

2. Team Support

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

3. Providers' compliance

Ensure that the hospital is compliant with the agreed upon standards of service with our company and that they always 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

4. Complaints management

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

5. Relationship building

To establish excellent relationships with the providers insurance directors
To conduct regular visits to the frontliners at the point of service & to listen to their concerns and feedback
To co-ordinate with provider relation on a recognition mechanism for the providers
To ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership framework

6. Professional appearance and commitment