Senior Associate - Key Accounts Customer Care (Pipeline)

Role Purpose :

To manage group secretary and members' inquiries as per standards for Bupa Arabia and act as a proficient representative and supportive point of contact for members in full range of Bupa Services to keep hold of the caring and responsibility values of Bupa Arabia

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 answering members' inquiries on time by aligning with internal departments to reach excellent customer satisfaction
• Manage assigned projects with Kaizen methodology to contribute in 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 upolad 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