Ihab Itani

Role Purpose
- Supporting the technical training of sales staff on system changes and enhancements
- To design, maintain and adapt processes at all level in coordination with Operations Excellence Department and other main stakeholders being Corporate Offering department, the Sales & Distribution department, the Production / Operations departments and the Information Technology department.
- Monitor new/improved processes and fine tune where required
- Conduct and coordinate User Acceptance Tests (UAT) with IT and the respective stakeholders
- Creating, maintaining and monitoring monthly operations dashboards
- Creating, maintaining and monitoring specific Region, Group level reports and furthermore validating them with relevant management.
- Creating, maintaining and monitoring Business Performance Dashboards
- Assist in creating, maintaining and monitoring of Quality Assurance and Quality of Service Dashboards
- Assist in planning and monitoring of healthcare Transformation Programs/Projects
- Act as an independent reviewer to assess KPI’s, data accuracy and commercial performance
- Drive effective utilization of data visualization tools for analysis and presentation
- Prepare data that provides accurate information and analytics to healthcare operations managers and appropriate stakeholders outside health operations to support business planning, supports building business cases and decision making
- Provide support on ad hoc reporting, transformation program related feasibility studies, due diligence and business cases as and when necessary.

Role Purpose
Handle inbound and outbound customer service calls and provide world-class service in every interaction for optimal call center performance and customer satisfaction as per company and department’s standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external with high level of quality.

Key Accountability

Calls Handling
•Provide a high level of customer service and professional communication skills.

•Maintain a thorough knowledge of all departments, Bupa Arabia network, products and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries with confidence at all times.

•Resolves and inputs provider/client requests into CRM according to established guidelines.

•Ensures proper, accurate records, files, databases are set up and maintained.

•Highlight any recurring problems that are identified and then direct the information accordingly so that corrective actions can be taken promptly.

•Ability to use and interpret multiple systems for pre-authorizations, claims research, contract interpretation, and provider network status.

•Capacity to understand and interpret client and provider contracts while working with callers.

•Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.

Complaint and conflict handling
•Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of supervisors.