Job Description

Customer Services Executive – Healthcare ***ONLY Emiratis with family book***

GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.

GIG Gulf is an ‘A’ rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.

GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region’s digital insurer of reference, committed to running our operations in a responsible, sustainable way

Job purpose:

To ensure healthcare providers and GIG GULF valued members are dealt with effectively and efficiently across touchpoint and access channels. We are looking for a Customer Center executive who combines excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. He/she should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that he/she displays exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.

This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups – individual, corporate and intermediaries.

You will be a Customer Service Champion, putting the customer at the center of everything you do and putting forward ideas for the continual improvement of the customer experience.

Key Responsibilities:

• Provide extraordinary service to our customers via phone, email, and other access channels
• Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution
• Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
• Achieving all targets for contact handling, turnaround times, quality, productivity, and many others as established by the management
• Being a role model for the team demonstrating outstanding personal behaviors and performance
• Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and contributing to focus groups
• Handling patients, referral sources, and administrative department inquires
• Receiving and responding to telephone and written inquiries relating to healthcare policy benefits and claims from either private or corporate clients/policyholders.
• Communicating with insurance companies and prior authorization requests
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty

Essential Requirements:

• Excellent team player, independent, diligent, and responsible, with a positive attitude under pressure
• Previous experience in healthcare customer service / contact center operations
• Previous experience of a complex and multi skilled customer facing roles within a contact center setting
• Excellent verbal and written communication skills
• Computer literate
• The job holder should understand the different aspects of the Healthcare Platform to be able to direct queries to the relevant parties where necessary.
• The job holder requires a good understanding of all medical policies and the claims and reimbursement process
• The job holder requires a general understanding of the reasons for inclusion / exclusion of certain treatments or conditions.
• Language skills are an advantage in this position. The job requires proficiency in English and Arabic (written and spoken)