Urwah Admin

Bupa Arabia

<div>
 
 Job Description
 
 
 
 <ul>
 <li>
 Handle customer complaints received through official email channels.
 </li>
 <li>
 Review complaint details and ensure accurate understanding of the issue.
 </li>
 <li>
 Investigate cases by coordinating with relevant internal departments.
 </li>
 <li>
 Provide clear, professional, and policy-compliant responses to customers.
 </li>
 <li>
 Follow up on open complaints until resolution.
 </li>
 <li>
 Document complaint details and actions taken in the system.
 </li>
 <li>
 Escalate complex or sensitive cases according to escalation procedures.
 </li>
 <li>
 Contribute feedback to improve complaint handling processes.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Strong written communication skills in Arabic and English.
 </li>
 <li>
 Ability to manage sensitive or escalated cases professionally.
 </li>
 <li>
 Critical thinking and problem-analysis skills.
 </li>
 <li>
 Attention to detail and accuracy in documentation.
 </li>
 <li>
 Ability to work under deadlines and service level targets.
 </li>
 <li>
 Professional tone and conflict-handling skills.
 </li>
 <li>
 Familiarity with customer service systems or willingness to learn
 
 
 </li>
 </ul>
 Education
 
 
 Business Administration , Communications, Public Relations , Law , MIS
</div>

Tamheer - Customer Care ( General Complaint )

<div>
 
 Job Description
 
 
 
 <ul>
 <li>
 Manage members&rsquo; experience with the relevant operational functions to ensure that services are delivered to the members end to end in every touch point of their journey on a timely manner.
 </li>
 <li>
 Proactively propose and facilitate Tebtom and all other core healthcare services to the members to ensure that they will receive an appropriate care customized to their current medical needs.
 </li>
 <li>
 Serve as the main point of contact in providing timely information to the members about Bupa services i.e. pre-authorization, reimbursement claim, Tebtom, hospital delegate services, etc.
 </li>
 <li>
 Collaborate with cross functional service leaders to customize healthcare services according to the healthcare needs of the targeted population.
 </li>
 <li>
 Constantly striving in providing excellent service by collecting post-service feedbacks through online questionnaire to assess the quality of service provided to the members.
 </li>
 <li>
 Provide accurate and useful information to the members and their families on medical information or specific Bupa services.
 </li>
 <li>
 As necessary direct the members to the recommended doctors and/or alternative providers to ensure that they will be receiving a high level of quality in medical services.
 </li>
 <li>
 Assess the medical need of the members and refer her to appropriate department i.e. HCS for corresponding medical coaching intervention as required.
 </li>
 <li>
 Support the understanding of customer and consumer segmentation to offer breakthrough Healthcare services
 </li>
 <li>
 Support the implementation and segmented serving of our core healthcare services
 </li>
 <li>
 Report &amp; lead consistently the reporting of KPIs updates for each service offering with data analytics team of the departments
 </li>
 <li>
 Lead the development and maintenance of Personal Coordinated Care (PCC) dashboard to monitor, review and report progress of KPIs against targets in a consistent manner
 </li>
 <li>
 Prepare, manage and conduct presentations and business updates to key leaders within the organization
 </li>
 <li>
 Provide monthly feedback report on the progress of PCC program as part of updates in overall Retention report
 </li>
 <li>
 Analyse the top recurring issues or service failures which members are facing in the critical touch point along the customer experience journey, and with all stakeholders identify solid actions to eliminate or at least reduce the problems at the minimum level
 </li>
 <li>
 Monitor and review the progress of Kaizen projects implementation in a timely and consistent manner using a structured action plan and tracker
 </li>
 <li>
 Ensure risk identification, escalation and mitigation of risks in a timely manner to identify and resolve any impact on project outcome or agreed timelines during project delivery
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Fully operational in handling cases on Reimbursement claims, Pre-authorization approval, commercial approval requests, Membership and benefits coverage
 </li>
 <li>
 Working knowledge in HCO/Tebtom, International and POC services
 </li>
 <li>
 Highly customer-focused and strong service orientation providing superior services to Bupa members
 </li>
 <li>
 Excellent verbal and written communication skills, with the ability to convey issues in a clear, concise and effective manner
 </li>
 <li>
 Flexible to receive inbound calls and make outbound calls from/to the members and during weekend, holidays and outside working hours
 </li>
 <li>
 Preferably having healthcare background
 
 </li>
 </ul>
</div>

Senior Associate - Elite Program

<div>
 
 Job Description
 
 
 
 Responsible for delivering medical engagement Department&rsquo;s strategies for an assigned population through various communication channels. This role requires a deep understanding of healthcare, digital technologies, and patient engagement to ensure effective communication and support for the target population.
 
 
 
 Population &amp; Data Analysis
 
 
 
 <ul>
 <li>
 Identify specific healthcare challenges and opportunities within the population.
 </li>
 <li>
 Develop profiles or personas of the target population to better understand their unique requirements.
 </li>
 <li>
 Utilize data analytics to monitor the effectiveness &amp; overall engagement.
 </li>
 <li>
 Get involved in data-driven decisions to optimize engagement efforts
 
 
 </li>
 </ul>
 
 Compliance and Quality Assurance
 
 
 
 <ul>
 <li>
 Ensure compliance with healthcare regulations and industry standards.
 </li>
 <li>
 Implement quality assurance processes to maintain high standards of care.
 
 
 </li>
 </ul>
 
 Patient Education &amp; Team Cooperation
 
 
 
 <ul>
 <li>
 Develop and deliver educational material and resources to empower patients with the necessary tools thtat aid them in making informed healthcare decisions.
 </li>
 <li>
 Provide guidance and support to other team members whenever needed.
 </li>
 <li>
 Adopt a collaborative and inclusive mindset &amp; team culture.
 </li>
 <li>
 Ensuring task accomplishments on time despite team&rsquo;s bearable challenges.
 
 
 </li>
 </ul>
 
 Performance Metrics &amp; Cost Awarness
 
 
 
 <ul>
 <li>
 Define and track key performance indicators (KPIs) to measure the success of medical engagement initiatives.
 </li>
 <li>
 Adjust strategies based on KPI outcomes.
 </li>
 <li>
 Manage the cost allocated for medical engagement initiatives, ensuring cost-effectiveness and efficiency.
 </li>
 <li>
 Support in managing the cost allocated for medical engagement initiatives, ensuring cost effectiveness and efficiency.
 
 
 </li>
 </ul>
 
 Medical / Digital Services Management
 
 
 
 <ul>
 <li>
 Manging the front door engagement channels which include:
 </li>
 <li>
 Medication Refill.
 </li>
 <li>
 Home-Based Lab.
 </li>
 <li>
 Home Healthcare Services Support.
 </li>
 <li>
 Medical Report Interpretation.
 </li>
 <li>
 Lab Results Interpretation.
 </li>
 <li>
 Mobile Application Functions.
 </li>
 <li>
 Electronic Health Records.
 </li>
 <li>
 Symptoms Checker.
 </li>
 <li>
 Medical Chat Bot.
 </li>
 <li>
 Telemedicine Scheduling Support
 </li>
 <li>
 Remote Patient Monitoring Support.
 </li>
 <li>
 Digital Patient Engagement.
 </li>
 <li>
 E-Care Engagement.
 </li>
 <li>
 Providing medical services on daily basis through the following channels:
 </li>
 <li>
 Inbound/Outbound Calls.
 </li>
 <li>
 Backend Platform/Bupa App Services.
 </li>
 <li>
 Doctor Chat Bot.
 </li>
 <li>
 Email Support.
 
 
 </li>
 </ul>
 
 Stakeholder Collaboration
 
 
 
 <ul>
 <li>
 Collaborate with healthcare providers, specialists, and partners to ensure a seamless patient experience.
 </li>
 <li>
 Sustain an excellent relationships with key stakeholders to improve medical engagement.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Extensive experience in healthcare management and patient engagement.
 </li>
 <li>
 Strong leadership and time manamgement skills.
 </li>
 <li>
 Proficiency in digital healthcare technologies.
 </li>
 <li>
 Excelent communication and interpersonal skills.
 </li>
 <li>
 Knowledge of healthcare regulations and compliance requirements.
 </li>
 <li>
 Valid Saudi Commision for Health Specialty (SCFHS) lisence.
 
 
 </li>
 </ul>
 Education
 
 
 Medical Degree (Bachelor).
</div>

Manager - Integrated Care Services (TPA)

<div>
 
 Job Description
 
 
 
 Responsible for delivering medical engagement Department&rsquo;s strategies for an assigned population through various communication channels. This role requires a deep understanding of healthcare, digital technologies, and patient engagement to ensure effective communication and support for the target population.
 
 
 
 Population &amp; Data Analysis
 
 
 
 <ul>
 <li>
 Identify specific healthcare challenges and opportunities within the population.
 </li>
 <li>
 Develop profiles or personas of the target population to better understand their unique requirements.
 </li>
 <li>
 Utilize data analytics to monitor the effectiveness &amp; overall engagement.
 </li>
 <li>
 Get involved in data-driven decisions to optimize engagement efforts
 
 
 </li>
 </ul>
 
 Compliance and Quality Assurance
 
 
 
 <ul>
 <li>
 Ensure compliance with healthcare regulations and industry standards.
 </li>
 <li>
 Implement quality assurance processes to maintain high standards of care.
 
 
 </li>
 </ul>
 
 Patient Education &amp; Team Cooperation
 
 
 
 <ul>
 <li>
 Develop and deliver educational material and resources to empower patients with the necessary tools that aid them in making informed healthcare decisions.
 </li>
 <li>
 Provide guidance and support to other team members whenever needed.
 </li>
 <li>
 Adopt a collaborative and inclusive mindset &amp; team culture.
 </li>
 <li>
 Ensuring task accomplishments on time despite team&rsquo;s bearable challenges.
 
 
 </li>
 </ul>
 
 Performance Metrics &amp; Cost Awarness
 
 
 
 <ul>
 <li>
 Define and track key performance indicators (KPIs) to measure the success of medical engagement initiatives.
 </li>
 <li>
 Adjust strategies based on KPI outcomes.
 </li>
 <li>
 Manage the cost allocated for medical engagement initiatives, ensuring cost-effectiveness and efficiency.
 </li>
 <li>
 Support in managing the cost allocated for medical engagement initiatives, ensuring cost effectiveness and efficiency.
 
 
 </li>
 </ul>
 
 Medical / Digital Services Management
 
 
 
 <ul>
 <li>
 Manging the front door engagement channels which include:
 </li>
 <li>
 Medication Refill.
 </li>
 <li>
 Home-Based Lab.
 </li>
 <li>
 Home Healthcare Services Support.
 </li>
 <li>
 Medical Report Interpretation.
 </li>
 <li>
 Lab Results Interpretation.
 </li>
 <li>
 Mobile Application Functions.
 </li>
 <li>
 Electronic Health Records.
 </li>
 <li>
 Symptoms Checker.
 </li>
 <li>
 Medical Chat Bot.
 </li>
 <li>
 Telemedicine Scheduling Support
 </li>
 <li>
 Remote Patient Monitoring Support.
 </li>
 <li>
 Digital Patient Engagement.
 </li>
 <li>
 E-Care Engagement.
 </li>
 <li>
 Providing medical services on daily basis through the following channels:
 </li>
 <li>
 Inbound/Outbound Calls.
 </li>
 <li>
 Backend Platform/Bupa App Services.
 </li>
 <li>
 Doctor Chat Bot.
 </li>
 <li>
 Email Support.
 
 
 </li>
 </ul>
 
 Stakeholder Collaboration
 
 
 
 <ul>
 <li>
 Collaborate with healthcare providers, specialists, and partners to ensure a seamless patient experience.
 </li>
 <li>
 Sustain an excellent relationships with key stakeholders to improve medical engagement.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Extensive experience in healthcare management and patient engagement.
 </li>
 <li>
 Strong leadership and time manamgement skills.
 </li>
 <li>
 Proficiency in digital healthcare technologies.
 </li>
 <li>
 Excelent communication and interpersonal skills.
 </li>
 <li>
 Knowledge of healthcare regulations and compliance requirements.
 </li>
 <li>
 Valid Saudi Commision for Health Specialty (SCFHS) lisence.
 
 
 </li>
 </ul>
 Education
 
 
 Medical Degree (Bachelor).
</div>

<div>
 
 Job Description
 
 
 
 
 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:
 
 
 <ul>
 <li>
 Follow customer service procedures as outlined in the manual to comply with the department&rsquo;s procedures and standards.
 </li>
 <li>
 Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on its provider and proceed general queries with confidence.
 </li>
 <li>
 Deal competently with customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
 
 
 </li>
 </ul>
 2- Team Support:
 
 
 <ul>
 <li>
 Work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
 </li>
 <li>
 Strive consistently to promote a positive team spirit.
 </li>
 <li>
 Contribute to the team positively.
 
 
 </li>
 </ul>
 3- Providers' compliance:
 
 
 <ul>
 <li>
 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.
 </li>
 <li>
 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.
 </li>
 <li>
 Play a support role for the hospital staff and enable coaching and training on BUPA services to the hospital staff
 
 
 </li>
 </ul>
 4- Complaints management:
 
 
 <ul>
 <li>
 Solve the customer complaints without the need of further escalations
 </li>
 <li>
 Ensure the proper follow up of the recovery plan
 </li>
 <li>
 Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions
 
 
 </li>
 </ul>
 5- Relationship building:
 
 
 <ul>
 <li>
 To establish excellent relationships with the providers insurance directors
 </li>
 <li>
 To conduct regular visits to the front lines at the point of service &amp; to listen to their concerns and feedback
 </li>
 <li>
 To co-ordinate with provider relation on a recognition mechanism for the providers
 </li>
 <li>
 To ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership framework
 
 
 </li>
 </ul>
 6- Professional appearance and commitment.
 
 
 <ul>
 <li>
 To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Healthcare, customer service, front desk
 </li>
 <li>
 Multi-cultural with interpersonal and communication skills, excellent planning
 </li>
 <li>
 Commercial skills in combination with service focused mindset
 
 
 </li>
 </ul>
 Education
 
 
 Bachelor's degree in Business, Healthcare or equivalent in related medical field.
</div>

Senior Associate - Health Coordination (Pipeline)

Join Bupa Arabia and explore 5   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Bupa Arabia

About Company

Tamheer - Customer Care ( General Complaint )

Senior Associate - Elite Program

Manager - Integrated Care Services (TPA)

Manager - Integrated Care Services (TPA)

Senior Associate - Health Coordination (Pipeline)