Senior Associate – Key Account Customer Care

Senior Associate – Key Account Customer Care

Job Description

Member Service Support
Promote BA services by supporting members to utilize services (Tebtom, Rahatkom, Telemedicine, etc.) and keep members engaged with company services. Guide members on points of contact for queries and communication. Update members on insurance coverage details, follow up cases, inquiries and responses with full support. Complete transactions and answer members’ inquiries on time by aligning with internal departments to reach excellent customer satisfaction. Manage assigned projects with Kaizen methodology to contribute to business improvement and enhancing customer experience.

Membership Transactions
Add and delete members and update member information and coverage class as per group secretary request for the policy coverage. Validate documents, contact information, and link members to CCHI for membership amendments and complete the missing documents in the upload process. Validate medical claims received by members and request for missing documents required for submission. Ensure that added members have received membership confirmation and follow up on pending claims. Update members on pending claims and provider requests and justify rejections. Recover rejected pre-authorization requests and support to revise the rejected requests.

Skills
Background in customer service in telecommunication, insurance, hospitals, banks, or FMCG. Ability to multitask and work under pressure. Commercial skills in combination with service mindset. Excellent follow-up skills. Strong communication and negotiation skills.

Job Location: Riyadh, Saudi Arabia

Job Role: Customer Service and Call Center

Years of Experience: Min: 0 Max: 2