Senior Officer – Customer & Hospital Services

About the role

The Senior Officer in the Customer & Hospital Services Unit will lead the delivery of 24/7 support for customers and hospital partners, ensuring timely handling of emergency inquiries, medical claims, and out‑of‑country billing. This role combines operational oversight with direct customer interaction to maintain high service standards.

Key responsibilities

• Provide round‑the‑clock assistance via the Services Hotline on a rotational basis.
• Manage CTC case submissions, reviewing claim documents, gathering and verifying medical information, and preparing case summaries for the medical board.
• Oversee claims handling, engaging with customers to collect information, explain processes, and resolve concerns.
• Supervise direct billing and IEMA services for customers located outside the country.
• Prepare weekly activity reports for the Assistant Manager/Manager, highlighting key metrics.
• Participate in projects aimed at service improvement and operational efficiency.
• Support managers in coaching, training staff, and other assigned tasks.

Required profile

• Bachelor’s degree in a medical‑related field such as healthcare management or business administration.
• Minimum of 3 years of proven experience in customer service, preferably within healthcare or insurance.
• Strong attention to detail, organizational abilities, and excellent communication skills.
• Flexibility, adaptability, and a positive attitude for handling diverse situations.

Required skills

• Proficiency in Microsoft Office Suite.
• Experience with customer service software platforms.