Officer - Customer Service

MedNet Jordan is one of the leading managed care service organizations that caters to healthcare needs. We are currently seeking to hire an Officer – Customer Service (on Hybrid working modules basis) with the following tasks and responsibilities:

Your Job

Customer Services & Feedback
• Responsible for answering & managing all company incoming calls of various types. 
• Conduct outgoing calls of various types as per business requirements. 
• Actively coordinate with the surveys unit to enhance customer service based on gathered feedback, and through direct feedback gathered via calls and walk in clients. 
• Where required, manage the expectations of the client, on the services that can be rendered within the remit of the client’s insurance coverage and the service capability of the organization. 
• Follow up with all internal/external parties regarding service initiative and maintenance of this initiative including but not limited to; SMS, VIP requirements, etc..
• VIP Handling: Establishing and maintaining a well-defined list of VIPs stakeholders and providing the required services / business curtsy initiatives along with maintaining good relations with VIPs as defined above.

Complaints Management: 
• Primary channel for receiving complaints from customers, insured groups and payers. The complaints could come through different channels like email, telephone, online complaint lodging systems. 
• Speak with customers over telephone or in person in order to obtain details of complaints.
• Refer customer grievances to the concerned / designated departments for further investigation and follow up on resolution. 
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes. 
• Periodically notify the customer about the progress of the complaint investigations, results and any planned adjustments.
• Follow up with the designated departments to ensure that appropriate changes were made to resolve customers' problems. 
• Where necessary conduct independent investigations to determine the causes of complaint.
• Comply with internal complaint escalation protocols if a case is delayed or not resolved in an appropriate or time-bound manner, by the designated department. 
• Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Recommend improvements in services or procedures or products in order to prevent future problems.
 

Qualifications, Experience & Skills

Minimum Qualifications:
• Bachelor’s degree or Diploma in any filed.

Minimum Experience:
• Fresh Graduate to 2 years experience in a customer service role within a hospital environment or other environments.

Job-Specific Knowledge & Skills: 
• Computer Literacy (MS Word, MS Excel, MS PowerPoint)
• Excellent spoken and written communication skills
• Quality focus and customer oriented
• Problem solving skills
• Ability to handle stress 
• Analytical Thinking
• Keen follow up