Tamheer - Health Coordination

Position Overview

We are seeking a dedicated and professional Tamheer - Health Coordination professional to join our dynamic team. This role is pivotal in ensuring seamless communication between our organization, customers, and healthcare providers while maintaining the highest standards of service excellence. The ideal candidate will serve as the primary point of contact for customers, addressing inquiries through multiple channels—including face-to-face interactions, telephone, and email—while ensuring all requests are resolved promptly and in accordance with company policies. This position requires a proactive approach, exceptional interpersonal skills, and a commitment to delivering outstanding customer service.

Key Responsibilities

The Tamheer - Health Coordination professional will be responsible for the following core functions:

• Customer Service Excellence:
  • Respond to customer inquiries and requests with professionalism, courtesy, and efficiency across all communication channels.
  • Process calls and member requests in strict adherence to company standards and departmental procedures.
  • Maintain an in-depth understanding of all departments, our network of hospitals, products, and services to provide accurate and confident responses to customer queries.
  • Handle customer complaints with competence, taking decisive actions to resolve issues to the fullest satisfaction of all stakeholders with minimal escalation.
• Team Collaboration and Support:
  • Work collaboratively both independently and as part of a cohesive team to achieve departmental and organizational goals.
  • Foster a positive team environment by contributing constructively and promoting a spirit of cooperation.
  • Support team objectives through proactive communication and a shared commitment to excellence.
• Provider Compliance and Support:
  • Ensure that healthcare providers adhere to the agreed-upon service standards and deliver consistent quality to our members.
  • Monitor and verify the proper use of swipe card systems, fingerprint machines, and digital platforms linked to our company.
  • Provide essential support to hospital staff, including coaching and training on BUPA services to enhance their operational effectiveness.
• Complaint Management and Resolution:
  • Address and resolve customer complaints efficiently, minimizing the need for escalation to senior management.
  • Develop and implement recovery plans to address customer concerns and ensure timely follow-up.
  • Document all complaints in the designated tracking system to facilitate preventive measures and continuous improvement.
• Relationship Building and Provider Engagement:
  • Establish and nurture strong relationships with insurance directors and key stakeholders within healthcare providers.
  • Conduct regular on-site visits to frontline service points to gather feedback, address concerns, and strengthen partnerships.
  • Collaborate with provider relations teams to implement recognition programs that acknowledge and reward high-performing providers.
  • Enhance the reputation of providers in the eyes of customers to reinforce the strength of our collaborative framework.
• Professionalism and Office Standards:
  • Maintain a professional appearance and uphold the highest standards of cleanliness and order in office and customer-facing areas.
  • Demonstrate unwavering commitment to professional conduct, ensuring a positive and respectful work environment.

Qualifications and Skills

To excel in this role, candidates must meet the following criteria:

• Education: Bachelor’s degree in Business, Healthcare Administration, or a related medical field.
• Experience and Skills:
  • Proven experience in healthcare coordination, customer service, or front desk operations.
  • Exceptional interpersonal and communication skills, with the ability to interact effectively in a multicultural environment.
  • Strong planning and organizational abilities, coupled with a service-oriented mindset.
  • Commercial acumen and the ability to balance business objectives with customer satisfaction.
  • Proficiency in using digital tools, tracking systems, and compliance monitoring platforms.
• Personal Attributes:
  • Demonstrated ability to work under pressure and manage multiple priorities effectively.
  • Commitment to continuous learning and professional development.
  • Integrity, reliability, and a strong sense of accountability.