MedNet UAE is one of the leading managed care
service organizations that caters to healthcare needs and offers
protection against unforeseen health risks. We are currently looking for Customer
Service Officer (UAE), he/ she will be accountable to serve and enhance satisfaction
levels of external customers by providing accurate product / service
information and resolving service issues. The Customer Service Officer would
work at all times to enhance and strengthen the relationship between the
customer and MedNet using strong communication skills, empathy, identifying
service / coverage gaps and bringing client feedback to MedNet, for improvement
member /provider and Insurer calls efficiently and effectively.
Insurance companies on client servicing activities (regular meetings with
clients to represent MedNet and to gather the client requirements / issues
faced and find solutions for the client)
feedbacks from the client through varied channels (in-person, telephonic, surveys
the business relationship with Insurance companies and intermediaries.
strengthening and enhancing individual member relationships and experiences.
channel for managing client complaints through the ticket system and
maintenance of complaints record.
innovative ideas and participate in various programs to gain loyalty of the
insurance companies and insured members, for instance arranging for free
medical check-ups, talks by renowned doctors at client premises among other
to deliver quality outreach program with an effective reach within reasonable
• Support the efforts
of partners like Insurance companies, in their client servicing requirements.
This includes attending and conducting new client orientation programs,
periodic client servicing requirements such as on-going meetings with the
clients. Support MedNet s partners (Insurance companies), whenever such client
servicing requests are solicited by them, and proactively encourage such
servicing initiatives. This includes
individual member orientations and programs as well as a MedNet initiative.
• Maintain call
center turnaround times and ensure high quality of service is provided to our
members, providers and PICs
• Actively solicit
and gather customer feedbacks in order to improve service levels. Use multiple
channels including (but not limited to) periodic customer satisfaction surveys
and personal interactions.
• Explore innovative
ways to open channels and gain loyalty of the insurers and insured members. For
instance, support special campaigns as needed, or if solicited by the payer /
broker. This includes overlooking the participation of insured members and
ensure a smooth process of the event to enhance member experience.
• Refer customer
grievances to the concerned / designated departments for further investigation
• Periodically notify
the customer about the progress of the complaint investigations, results and
any planned adjustments.
• Where necessary
conduct independent investigations to determine the causes of complaint.
• Explore and
maintain a sales pipeline of potential customers and pass this information /
contacts to the business development team.
• Bachelor s (Medical)
(Arabic and English)
2 years of experience
in a Customer Service/Call Center role within a hospital / TPA or
medical Insurance environment.
*Munich Re not only stands for
fairness with regard to its clients; it is also an equal opportunities