Zakaria Rajai

- Protect organization's value by keeping patient information confidential.
- Maintain relationships with internal customers as needed in order to ensure that departmental customer service objectives are met.
- Maintain internal controls and procedures.
- Interact with multiple functional areas and levels of authority when needed.
- Accurately use computer software used by Advantage including propriety software, Dental programs and Microsoft office products.
- Complete special projects or other tasks as needed.
- Working efficiently in a high volume call center while maintaining a professional, polite manner.
- Responsible for answering calls in order to assist members and patients with scheduling appointments, answering questions regarding insurance, addressing dental concerns, collections and ensuring proper documentation of all communication.
- Interview patients over the phone in order to complete all paperwork necessary to ensure the patient has clear and accurate information in order to utilize their benefits.
- Research patient and member billing and eligibility issues.
- Research and resolve complaints to ensure customer retention and satisfaction.
- Resolve physician issues by clarifying the complaint and explaining the best solution to solve the problem
- Explains processes and forms to patients prior to securing signatures and ensures that all documents are properly signed and witnessed as required.
- Analyze financial commitments and obligations for patients.
- Conduct patient pre-certification to ensure coverage for dental appointments.
- Conduct member outreach calls as directed.
- Participate in after-hours staff on-call rotation.

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 preauthorizations, 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 delive.

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

Site: King Abdullah University of Science and Technology (KAUST)
Saudi Aramco Benchmark.
Core: Facilities Management; Service Desk Operations, Planning and Performance.
Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA.
Ensure that policies and procedures of facilities management strategic goals and objectives are followed.
Ensure HSEQ requirements are met in accordance with regulatory bodies.
Review, monitor and report the utilization of and adherence to lab equipment asset management (LEAM).
Track and report lab asset changes during asset movement activities and perform consequent updates in related SAP modules.
Maintain the SAP asset tracking tool, and alignment with Inventory.
Perform analysis for lab asset changes done by operation teams and perform consequent updates in related SAP modules.
Establish & implement policies and procedures for the FM Department inclusive of Health & Safety.
Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.
Support change management, configurations and implementation of the supported products and systems.
Liaise with clients, staff and external consultants at all levels in matters relating to FM service delivery.
Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Service & Infrastructure Operations and Delivery guidelines and instructions where provided.
Tools: SAP PM, MM and CRM, HPSM, CAFM, CMO Audit Apps, MS Office Suite.

Customer Service,
Maintain customer satisfaction,
Attending to their problems and inquiries,
Liaising with other departments to reduce their queries,
Supporting the Sales Staff,
Maintain & Filter Client Data base,
Generator reports for the Sales Manager (clients, sales, etc),
Accountable for ensuring updated information is available to the team,
Assist in achieving sales targets in a timely manner,
Promote the image/face of the Company.