Senior Associate - Health Coordination

Role Purpose

As a Senior Associate - Health Coordination, you will serve as the primary point of contact for customers, addressing inquiries through face-to-face interactions, telephone calls, and email correspondence. Your role involves processing all customer requests and inquiries in alignment with company standards, ensuring a high level of professionalism, efficiency, and proactive service delivery. You will be responsible for following up on all inquiries to confirm that resolutions meet the expectations of customers, hospital staff, and the company. This position requires a strong commitment to customer satisfaction, operational excellence, and adherence to established protocols.

Key Accountabilities

Customer Service Excellence

Demonstrate a high level of customer service and professionalism by adhering to established customer service procedures outlined in the company manual. Maintain an in-depth understanding of all departments, the company’s network of hospitals, and the range of products and services offered. This knowledge will enable you to provide accurate and confident responses to customer inquiries and general queries. You will handle customer complaints with competence, taking all necessary actions to resolve issues to the customer’s full satisfaction while minimizing the need for escalation to team leaders.

Team Collaboration and Support

Work both independently and collaboratively within a team to achieve individual and departmental goals. Foster a positive team environment by contributing constructively to team discussions and initiatives. Your ability to support colleagues and maintain a cohesive team dynamic will be essential to the success of the department.

Providers' Compliance and Support

Ensure that hospitals within the company’s network comply with agreed-upon service standards and deliver these standards to members. Monitor and verify that hospitals are utilizing swipe card systems, fingerprint machines, and other technical services linked to the company. Provide support to hospital staff by offering coaching and training on BUPA services, thereby enhancing their understanding and operational efficiency.

Complaints Management

Address and resolve customer complaints independently, reducing the need for escalation. Develop and implement recovery plans to address complaints effectively and ensure that all complaints are documented in the complaints system tracker. This documentation will facilitate the identification of trends and the implementation of preventive measures to enhance service quality.

Relationship Building and Provider Engagement

Establish and maintain strong relationships with provider insurance directors to strengthen partnerships. Conduct regular on-site visits to engage with frontline staff, listen to their concerns, and gather valuable feedback. Collaborate with provider relations teams to implement recognition mechanisms for providers and ensure that their image is positively represented to customers. This role plays a critical part in reinforcing the company’s partnership framework and enhancing overall service delivery.

Professionalism and Commitment

Uphold the highest standards of cleanliness, order, and professionalism in the office, customer areas, and personal appearance. Your commitment to maintaining a polished and organized work environment will reflect positively on the company and contribute to a professional and welcoming atmosphere for customers and colleagues alike.

Skills and Competencies

• Strong background in healthcare and customer service, with experience in front desk operations.
• Exceptional interpersonal and communication skills, with the ability to interact effectively in a multicultural environment.
• Excellent planning and organizational abilities, combined with a service-focused mindset.
• Commercial acumen and the ability to balance customer needs with business objectives.

Education and Qualifications

A Bachelor's degree in Business, Healthcare, or an equivalent field is required. Relevant professional certifications or experience in healthcare coordination will be considered an asset.