Job description

Job Description

GlobeMed Group, the largest Healthcare Benefits Management company in the MENA region is looking for a Customer Service Coordinator who will handle the administrative certification process related to all international medical claims and to the different products and services at Health Services department.

Duties & Responsibilities:

• Supports international partners by providing their inbound adherents with the requested services in a timely manner including:  access to the GlobeMed local networks, arranging medical evacuations and repatriations, arranging medial and travel assistance services.
• Supports GlobeMed operations by providing their outbound adherents with the requested services in a timely manner including:  access to the GlobeMed international networks, support with cross border claims, arranging medical evacuations and repatriations, arranging medial and travel assistance services.
• File and report IHS claims experience; Create international provider on IHS portal and Manage claim on IHS portal
• Following up with customers to ensure service was delivered and address their needs.
• Coordinate and following up with GlobeMed departments to ensure services are delivered within acceptable timeframes and quality levels.
• Provides information to IHS customers about GlobeMed local and international provider networks as well as products and service offerings.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains case records by updating case information

Education:

Bachelor’s degree in Nursing.

Experience/Knowledge:

• Basic computer literacy with the ability and willingness to learn and develop knowledge of healthcare insurance and TPA operations.
• Previous experience in customer service, call center, healthcare, or a similar service-oriented environment is an advantage.

Technical Skills/Competencies:

• Customer Orientation: Strong customer-focused approach with the ability to understand and respond to customer needs.
• Communication: Professional, empathetic, and patient when dealing with customers, members, and providers.
• Phone Skills: Clear and effective communication in a customer service environment.
• Attention to Detail: Accurate and meticulous when handling customer information and requests.
• Organization: Ability to manage multiple tasks while maintaining service quality and accuracy.
• Adaptability & Flexibility: Ability to handle different situations and work schedules based on business requirements.
• Language: Fluent in spoken English & Arabic, and French is a plus.