Senior Associate - Key Accounts Customer Care (Pipeline)

Role Purpose : To manage group secretary and members' inquiries as per standards for Bupa Arabia and act as a proficient representative and supportive point of contact for members in full range of Bupa Services to keep hold of the caring and responsibility values of Bupa Arabia Member Service Support: Promote BA services by supporting members to utilize services (Tebtom, Rahatkom, Telemedicine, etc) and keep members engaged with company services. Guide members on points of contact for queries and communication. Update members on insurance coverage details, follow up cases, inquiries and responses with full support Complete transactions and answering members' inquiries on time by aligning with internal departments to reach excellent customer satisfaction Manage assigned projects with Kaizen methodology to contribute in business improvement and enhancing customer experience Membership Transactions: Add and delete members and update member information and coverage class as per group secretary request for the policy coverage Validate documents, contact information and link members to CCHI for membership amendments and complete the missing documents in the upolad process. Validate medical claims received by members and request for missing documents required for submission Ensure that added members have received membership confirmation and follow up on pending claims. Update members on pending claims and provider requests and justify rejections Recover rejected pre-authorization requests and support to revise the rejected requests