Customer experience excellence manager
Bupa Arabia
Total years of experience :13 years, 6 Months
- Leading a full operational team in service providers across Saudi Arabia to achieve business strategic objectives.
- Customer journey mapping and design hassle-free customers transactions
- Leading focus improvement quality projects with hospitals senior management to improve customer satisfaction.
- Customer retention and loyalty.
- Responsible of voice of customer metrics e.g. NPS, CSAT survey
- Elimination of all service failures affecting customer experience by implementation of Kaizen ideas.
- Applying automation of medical guidelines in service providers
- Linking VOC tools to decision making through CRM approach
- Medical audit and quality check of approvals and claims to ensure cost effective management of medical services.
- Ensure the best quality of medical services is provided to our members according to policy coverage and exclusions.
- Establishment of effective communication channels with our members and service providers.
- Ensure the high quality of the pre-authorization decisions and secure an internal quality check within the pre-authorization department.
- Participate actively in the coaching and capability building programs and activities of the pre-authorization department.
- Identify and report medical abuse, over-treatment, and fraud in all forms and report such behavior according to guidelines.
- Examination and management of patients at our clinics and arrangement of consultants’ referral whenever needed.
- Preparation of statistical business analysis reports related to service utilization rates.
- Reporting of daily census of inpatient and outpatient cases to the higher management.
- Management of patients in the outpatient clinic and assisting in surgeries.
- Reporting cases to the professors and arrangement of the weekly department meeting.
Bachelor of medicine & surgery from Ain Shams university