Job Description

• Handle inquiries received through WhatsApp groups, emails, telephone calls, CRM systems, and other approved communication channels.
• Provide professional, courteous, and timely responses while maintaining excellent customer service standards.
• Take ownership of each case from receipt until final resolution, ensuring continuous follow-up.
• Coordinate medical inquiries with the Medical Approval Team and the Medical Care Unit.
• Coordinate technical, operational, or administrative inquiries with the relevant internal departments such as Claims, Network, Customer Care, IT, Underwriting, or Operations.
• Keep clients informed with accurate and timely updates until closure.
• Escalate urgent or complex cases appropriately.
• Maintain complete documentation of communications and actions taken.
• Protect confidentiality and comply with company policies and regulatory requirements.
• Identify recurring issues and recommend service improvements.
• Support Walaa’s commitment to high client satisfaction and service excellence.

Education:

Bachelor’s degree in business administration, Healthcare Administration, Insurance, Nursing, Pharmacy, or another relevant discipline.

Experience:

Minimum 2 years of experience in Client Relations, Customer Service, Medical Insurance, Healthcare Operations, or a related field.

Personal Attributes / Skills:

• Excellent verbal and written communication skills in Arabic and English.
• Strong interpersonal and customer service skills.
• Professional telephone and email etiquette.
• Ability to manage multiple inquiries simultaneously.
• Strong coordination, follow-up, and problem-solving skills.
• Ability to work under pressure and meet service level expectations.
• High level of professionalism, accountability, and attention to detail.
• Proficiency in Microsoft Office and communication platforms.

Others:

Experience in health insurance and knowledge of medical terminology, eligibility, benefits, provider networks, and pre-authorizations is preferred.