Service Accounts Operations

End to End Case Management

• Handle all cases received from RM’s, GS’s and customers with high quality and ensure proper resolution within the KPI’s
• Liaise with all areas in operations, beyond and CHI to resolve cases escalated by RM’s ,GS’s and customers.
• Keep a daily tracker/record of all pending and closed cases and monitor resolution time
• Ensure that the RM’s ,GS’s and customers has been informed with the outcome of all cases.
• Ensure that Customer Care contacts the members involved when needed

Complaint management

• Investigate complaints that have been escalated by RM’s, GS’s and customers and resolve and draft an official reply
• Keep record of the complaints and share with the Quality team
• Ensure acknowledgement, investigation, and official reply within the agreed KPI

Data Analysis

• Assist in conducting analysis of the database collected and use results to improve processes and KPI’s
• Support in the creation of Dashboards for all Servis account activities and circulate them internally

Reactive Measures

• Take In bound calls from RM and either answer queries on the spot or transfer to the list
• Transfer any cases to the concerned dept. and ensure proper resolution
• Areas related to CHI link with provider and Jawazat.

Projects

• Assist in project launch for Operations Support
• Identify, escalate and mitigate risks for all Operation Support projects and initiatives

• Bachelors Degree in Business Administration, Finance Or Healthcare.
• Multi-Cultural with very good communication skills
• Deep understanding of CCHI & regulations
• Knowledge in the insurance and medical terminology is a major advantage.
•   Service mindset