Key responsibilities / What you do:

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 company 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 conversations and actions taken.
• Correspond with care center management and keep an open channel of communication.
• Maintain records and close-loop each call by completing clerical duties which include faxing, filing 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.

AI readiness

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.

Key requirements / What you bring:

• Bachelor's degree; medical background (medical, paramedical).
• 2+ years experience in a call centre/customer service environment; TPA hospitals or medical centers exposure is 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 and English language skills.

How we hire

We do not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

About us

We are 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. 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 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 orientation, or any other characteristics protected under applicable local laws and regulations.

AI and emerging technologies

AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions, all while ensuring human oversight for claims to maintain service integrity.

By embracing AI and emerging technologies, we continue to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying our position as a leader in the insurance sector.

Great to have you on board. Let's care for tomorrow.