Customer Care Officer

Overview

The main duty of a Customer Care Unit Officer is to respond to communication inquiries / complaints raised by members, providers, brokers, and payers as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded to within predetermined time scales and are dealt with the highest standards of customer service. The CCU Officer will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required.

The CCU Officer will correspond with Care Center Management accordingly and comply to provide a customer-oriented service at all times.

• Closely coordinate with Payers, Providers and Members by providing quality actions and resolutions to their concerns and queries.
• Proactively handle complaints at the earliest.
• Follow communication/update expectations with clients, in accordance with NEXtCARE policies, scheme or agreed time frames set.
• Answer inbound Emails as well as assist customers who have specific inquiries
• Build customer’s interest in the services and products offered by the company
• Provide personalized customer service of the highest level
• Update the existing database with changes and the status of each existing/prospective customer/member
• Document details of all conversation and actions taken.
• Correspond with Care Centre Management and keep an open channel of communication.
• Maintaining records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments
• Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
• Efficiently adjudicate pre-approval claims that exceed the standard Turnaround Time (TAT) to ensure timely resolution.
• Issue Guarantee of Payment (GOP) documents as required to facilitate seamless service delivery.

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

• Bachelors Degree ;
  Medical background (Medical, Paramedical)
• 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
• Excellent customer service and support skills.
• Excellent Arabic & English language skills

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.

Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands:
Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual…