Job description

Company Description

Mideast Assistance International S.A.L. is a Lebanon-based assistance and insurance services group established in 2001. Headquartered in Dbayeh, Lebanon, the company specializes in providing round-the-clock medical, travel, and crisis management assistance to individuals and businesses globally.

Key Operational Areas

• Travel & Medical Assistance: The company offers worldwide travel insurance products and coordinates emergency services, including medical repatriation, emergency evacuations, and support for travelers in need.

  
  

• Crisis Management: They provide tailored contingency and evacuation planning in coordination with medical and security authorities, specifically addressing natural disasters or regional conflicts.

  
  

• Call Center Services: Utilizing advanced IP-based technology, the company operates a centralized, multi-lingual call center that provides customized CRM solutions for various sectors, including banking, insurance, and healthcare.

  
  

• Provider Network: The organization maintains an extensive international network of over 40,000 healthcare and assistance providers, enabling services such as direct billing and cost containment.

  
  

Mission and Responsibilities:      

                         
-Answer incoming phone calls from patients and handle their requests in a professional and timely manner.            
-Perform outgoing calls based on assigned call lists and follow the approved scripts, protocols, and procedures.        
-Assisting patients as necessary by taking actions to provide high level services according to their needs while always striving to exceed their expectations.                                
-Schedule, manage, and update patient appointments.                                
-Confirm appointments and follow up with patients when needed.                                
-Review daily tasks, communications, and pending follow-ups to ensure proper completion.               
-Handle incoming and outgoing emails in accordance with internal procedures.                                
-Process faxes and ensure that all received information is properly reviewed and forwarded when needed.  
-Control and follow up on the workflow of outsourcing projects to ensure that tasks are being completed accurately and on time.    
-Coordinate with team members to ensure proper task distribution, follow-up, and case handling.     
-Support the team in solving operational issues and maintaining a smooth workflow.                            
-Ensure that all team members follow the required quality standards, internal procedures, scripts, and service expectations.        
- Prepare and send reports to the concerned Manager whenever required.                                
- Escalate urgent, sensitive, delayed, or unresolved cases to the concerned person or department.     
- Execute any other job-related task requested by the concerned manager.

Qualifications: fluent in French and ensligh/ available to work Monday through Friday from 3:00 PM to 11:00 PM, with flexibility to work up to 2 days per week from 12:00 PM to 8:00 PM.