Job Description

MedNet Egypt is one of the leading managed care service organizations that caters to healthcare needs. We are looking for a skilled Senior Officer – Medical Customer Service – (Training) whose primary responsibility is to design, implement, and oversee comprehensive technical training programs that enhance the technical skills and performance of the customer service team and ensure customer satisfaction.

Your Job

• Develop and deliver comprehensive training programs for newly hired and experienced team members on soft
• and technical skills (process, systems, products…etc)
• Create, maintain, and improve standard operating procedures, training manuals/ guides, and make them easily
• available for team members’ reference
• Continuously update the training curriculum to ensure it aligns with the current industry updates and/or client
• updates and company goals in terms of the processes, system, and product.
• Conduct quality assurance audits as per the established checklist and provide detailed feedback and coaching
• to help employees improve their overall call handling skills
• Challenge processes and procedures, identify and implement improvements to enhance customer experience
• and improve operational efficiency.
• Occasionally answer calls as per the standard operating procedure to support the activity during peak hours
• and practice / stay up to date with the call handling activity
• Collaborate with cross-functional departments and teams to develop and implement changes required in the Manual.

Your Profile

• Bachelor’s degree in a medical-relevant field
• Experience in customer service/call center in the healthcare and/or insurance industry is preferred.
• Proficiency in using standard office software (Microsoft Office Suite).)
• Health Insurance industry/market knowledge.
• Strong background in customer service quality and development.
• Excellent English communication and presentation skills.
• Ability to design and implement on-the-job training.
• Strong organizational skills and attention to detail.
• Proficiency in using monitoring and development tools, as applicable.
• A customer-centric mindset with strong commitment to deliverables.