Travel Medical Claims & Assistance Specialist

The main duty of a Travel & Assistance Officer is to respond to telephone / e‑mail inquiries and manage the claims cycle for Travel & Assistance products and services by following standard protocols. The incumbent ensures all KPIs are achieved and provides the highest standards of customer service. The Department records telephone conversation details and actions to conduct follow‑ups and corrective actions as required.

The Travel & Assistance Officer works closely with the team and management to meet defined standards with excellent customer service.

• Manage assigned tasks related to medical assistance cases.
• Evaluate medical claims according to the guidelines.
• Coordinate with different providers to ensure high quality of service when organizing medical assistance.
• Respond to inbound and outbound telephone/e‑mail inquiries and ensure call quality monitoring.
• Process claims activities such as checking policy, eligibility, creating claims in the system, and following up on ongoing claims to meet required turnaround times.
• Assist callers on claims process/procedure/network inquiries, explaining policy terms and conditions.
• Accommodate Business Units / Travel / TPA International requests regarding opening international files and placement of Guarantee of Payment, etc.
• Follow the complaints and escalation management process, logging complaints with action and resolution in the system / tools provided by the company.
• Perform system related tasks such as creating files and updating service provider information on the portal.
• Record tasks in the productivity file, share with management, and ensure reaching the assigned productivity level.
• Follow internal processes and guidelines to achieve operational KPIs (quantity and quality) and attendance KPIs.
• Request feedback on performed tasks and discuss monthly scorecard results with the Team Leader.
• Monitor daily activities as per the communicated Service Level Agreement, create reports, statistics, and analysis, and report any deviations.
• Attend training sessions as requested and participate in departmental activities according to the monthly schedule.
• Attend internal meetings related to the job as per internal requirements.

Work effectively in an environment shaped by artificial intelligence, machine learning, data analytics and cloud‑based tools, using insights responsibly with our standards of data governance, security and ethical use.

• Bachelor’s Degree in a medical field.
• 1+ years of Insurance / Travel and medical assistance operations experience.
• Fluency in English is mandatory.
• Fluency in Arabic (primary) and French (secondary) is a plus.
• Fluency in typing.
• Legally permitted to work in the country of operation.
• Physically fit to carry out duties.

We are proud to be an equal opportunity employer and welcome applications regardless of race, ethnicity, nationality, gender, age, disability, sexual orientation, or any other characteristic protected under applicable local laws and regulations.