Job Description

Job Reference: CL/261
We’re Hiring: 𝐏𝐚𝐭𝐢𝐞𝐧𝐭 𝐂𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐨𝐫 – 𝐇𝐞𝐚𝐥𝐭𝐡𝐜𝐚𝐫𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬
Call-Based Member Support • Care Coordination

𝐑𝐨𝐥𝐞 𝐎𝐯𝐞𝐫𝐯𝐢𝐞𝐰: Be the first point of contact for members, ensuring smooth coordination of healthcare services through professional communication, empathy, and efficiency.

𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬

▪ Achieve assigned service, productivity, and coordination targets aligned with operational KPIs
▪ Manage call handling volumes and service response benchmarks as per defined performance standards
▪ Coordinate members’ healthcare services across consultations, diagnostics, treatments, and follow-ups
▪ Act as the primary liaison between members, healthcare providers, and internal stakeholders
▪ Ensure timely scheduling, documentation, and service continuity throughout the care journey to meet service turnaround targets
▪ Provide clear, professional communication while addressing member queries and concerns.
▪ Maintain CRM updates, accurate service records and ensure adherence to internal quality and compliance standards
▪ Monitor and manage assigned case load to meet daily and weekly coordination targets
▪ Deliver a consistently high standard of member experience with discretion and empathy

𝐂𝐚𝐧𝐝𝐢𝐝𝐚𝐭𝐞 𝐏𝐫𝐨𝐟𝐢𝐥𝐞

▪ Excellent English and Arabic communication skills.
▪ Minimum of 2 years of proven customer service experience within the UAE health insurance or TPA sector (Calls and Chat).
▪ Strong coordination, follow-up discipline, and organization skills
▪ Strong multi-task management and prioritization skills
▪ Capable of handling concurrent responsibilities efficiently
▪ Proficient in CRM / case management systems with accurate and timely documentation
▪ Service-driven with patient-centric mindset