Senior Associate - Health Coordination

Job Overview

This role involves managing customer inquiries through face-to-face interactions, phone calls, and emails, ensuring adherence to company standards while delivering courteous, efficient, and proactive support to customers and hospital personnel. The position requires following up on all queries to guarantee satisfactory resolutions aligned with customer, hospital, and company expectations.

Key Responsibilities

• Deliver exceptional customer service and maintain professionalism by adhering to the department's procedures and standards documented in the manual.
• Possess comprehensive knowledge of all company departments, associated hospital networks, products, and services to provide accurate and confident responses to customer inquiries.
• Handle customer complaints effectively with minimal escalation, striving for complete satisfaction.
• Collaborate both independently and within a team, contributing positively toward personal and departmental objectives while fostering a constructive team spirit.
• Ensure hospitals comply with agreed service standards and properly utilize all company-related technological resources including swipe card and fingerprint systems.
• Support hospital staff by providing coaching and training on company services to enhance their service delivery.
• Manage complaints by resolving issues without escalation, tracking recovery plans, and logging complaints in the system for preventive actions.
• Build and maintain strong relationships with providers' insurance directors through regular visits and coordination of recognition initiatives, thereby strengthening partnership frameworks and enhancing the providers' image.
• Maintain a professional environment by keeping the office and customer areas clean and orderly and presenting a professional personal appearance.

Skills Required

• Experience in healthcare and front desk customer service roles.
• Strong interpersonal and communication skills adaptable to multicultural environments.
• Excellent planning capabilities combined with commercial acumen and a service-focused mindset.

Education

A bachelor's degree in Business, Healthcare, or an equivalent related field is required.