Job summary:

To handle by phone customer’s inquiries following standard scripts and procedures. To ensure calls are answered within predetermined time scales and benchmarks and are dealt with properly.
To correspond with Care Center Supervisors, Assistant Precertification Manager and Care Center/Precertification Department Managers accordingly.
To provide a high quality service by assisting and informing clients/medical providers about the authorization status/response.

Key responsibilities:

• Build a customer oriented focus in the Care Center by providing quality actions and resolutions to their concerns and queries.
• Follow communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
• Answer inbound calls within predetermined time scales and benchmarks.
• Make sure that clients are handled with no delay but with efficiency.
• Assure clients satisfaction and quality of calls, provide sympathetic support and advice as appropriate.
• Provide personalized customer service of the highest level.
• Provide a high quality service, assist and inform clients/medical providers about the authorization status.
• Provide information concerning beneficiary’s product i.e. card eligibility, eligible network.
• Build customer’s interest in the services and products offered by the company.
• Manage and resolve customer’s issues.
• Follow up the calls of the client with clerical duties which includes filling up paperwork, as well as liaising with other departments.
• Analyze the various parts of a problem properly and develop logical solutions.
• In charge of reporting in writing to the Care Center Manager, Assistant Manager, Team Leader, Precertification Manager, or Precertification Assistant Manager regarding complaints received by the care center department and relating to a specific communication and/or authorization process.
• Perform special assignments and/or duties as directed by the Care Center Manager.
• Follow and apply the internal procedures of the Department.
• Suggest and help implement improvements to office processes and workflows to enhance overall efficiency.
• Responsible and accountable for the confidential, proper administration of all data.
• Any other duties as requested by the Direct Manager.
• Work effectively with AI, machine learning, data analytics, and cloud-based tools while adhering to high standards of data governance, security, and ethical use.

Key requirements:

• Education: Relevant university degree.
• Experience: 1 - 2 years’ experience in a call centre/customer services environment; TPA, hospitals or medical centers exposure is a plus.
• Physically fit to carry out duties and responsibilities.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
• Fluency in Arabic, English, French.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.