Customer Services Executive - Healthcare

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a Customer Services Executive - Healthcare for our trusted client to be based out of their headquarters in Dubai.

Purpose-

Customer Center executive who combines excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. He/she should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that he/she displays exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.

This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups - individual, corporate and intermediaries.
You will be a Customer Service Champion, putting the customer at the center of everything you do and putting forward ideas for the continual improvement of the customer experience.

Responsibility-

• This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups - individual, corporate and intermediaries.
• You will be a Customer Service Champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.
• Provide extraordinary service to our customers via phone, email, and other access channels.
• Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution.
• Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.
• Achieving all targets for contact handling, turnaround times, quality, productivity, and many others as established by the management.
• Being a role model for the team demonstrating outstanding personal behaviors and performance.
• Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and contributing to focus groups.
• Handling patients, referral sources, and administrative department inquires.
• Receiving and responding to telephone and written inquiries relating to healthcare policy benefits and claims from either private or corporate clients/policyholders.
• Communicating with insurance companies and prior authorization requests.
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.

• 2 + years’ experience in similar customer facing role – Customer Experience background.
• Previous experience in healthcare customer service / contact center operations.
• Previous experience of a complex and multi skilled customer facing roles within a contact center setting.
• Excellent verbal and written communication skills.
• The job holder should understand the different aspects of the Healthcare Platform to be able to direct queries to the relevant parties where necessary.
• The job holder requires a good understanding of all medical policies and the claims and reimbursement process.
• The job holder requires a general understanding of the reasons for inclusion / exclusion of certain treatments or conditions.
• Language skills are an advantage in this position. The job requires proficiency in English and Arabic (written and spoken).