Tamheer -Elite Program

About the Role

We are seeking a highly motivated and customer-centric professional to join our Tamheer -Elite Program as a Healthcare Experience Manager. In this pivotal role, you will be responsible for overseeing the end-to-end member journey, ensuring seamless delivery of Bupa’s healthcare services while proactively identifying opportunities to enhance member satisfaction and engagement. Your expertise will be instrumental in customizing healthcare solutions to meet the evolving needs of our members, fostering long-term loyalty and retention.

Key Responsibilities

• Member Experience Management: Oversee the entire member journey, ensuring timely and high-quality service delivery across all touchpoints, from initial engagement to post-service follow-ups.
• Proactive Healthcare Advocacy: Anticipate and facilitate core healthcare services, including Tebtom and specialized medical interventions, to ensure members receive tailored care aligned with their unique health requirements.
• Information Dissemination: Act as the primary point of contact for members, providing clear, accurate, and timely information on Bupa services such as pre-authorization, reimbursement claims, Tebtom, and hospital delegate services.
• Cross-Functional Collaboration: Partner with service leaders across departments to design and implement customized healthcare solutions that address the specific needs of diverse member segments.
• Service Quality Assurance: Continuously monitor and enhance service quality by collecting and analyzing post-service feedback through online questionnaires, identifying trends, and implementing corrective actions where necessary.
• Medical Guidance & Referrals: Provide members and their families with reliable medical information and direct them to recommended healthcare providers to ensure they receive the highest standard of care.
• Healthcare Needs Assessment: Evaluate member health requirements and refer them to appropriate departments, such as the Health Coaching Service (HCS), for targeted medical coaching interventions.
• Data-Driven Insights & Reporting: Lead the development and maintenance of the Personal Coordinated Care (PCC) dashboard, ensuring accurate tracking, reporting, and analysis of KPIs in collaboration with the data analytics team. Prepare and deliver presentations to key stakeholders on program progress and performance metrics.
• Issue Resolution & Risk Management: Identify recurring service issues or failures within critical touchpoints of the member journey and collaborate with stakeholders to develop and implement sustainable solutions. Monitor Kaizen project progress and ensure timely risk identification, escalation, and mitigation to safeguard project outcomes and timelines.

Required Skills & Qualifications

• Operational Expertise: Proficient in handling reimbursement claims, pre-authorization approvals, commercial approval requests, and membership benefits coverage.
• Healthcare Knowledge: Working familiarity with HCO/Tebtom, International and Point of Care (POC) services.
• Customer-Centric Mindset: A strong commitment to delivering exceptional service, with the ability to anticipate and respond to member needs effectively.
• Communication Excellence: Superior verbal and written communication skills, capable of conveying complex information in a clear, concise, and professional manner.
• Flexibility & Availability: Willingness to handle inbound and outbound member communications, including during weekends, holidays, and outside standard working hours.
• Healthcare Background (Preferred): Prior experience in a healthcare-related role is highly advantageous.

Why Join Us?

As a member of our Tamheer -Elite Program, you will play a critical role in shaping the future of member-centric healthcare at Bupa. This position offers the opportunity to work in a dynamic, collaborative environment where your contributions will directly impact member satisfaction, service innovation, and organizational success. If you are passionate about delivering excellence in healthcare and thrive in a fast-paced, results-driven setting, we encourage you to apply.