Account Enrolment

Job Description

Case Management

• Align targets with Sales management team to ensure delivery fulfillment as per BUPA service and quality standards.
• Manage all cases received from RM's with high quality and ensure proper resolution within the KPI's.
• Liaise with required functional teams to resolve cases escalated by RM's.
• Daily track/record all pending and closed cases and monitor resolution time.
• Establish effective control & quality assurance in all interface data processes
• Collect feedback from the sales team to recommend process improvements

Complaint management

• Review and resolve complaints that have been escalated by RM's
• Log the complaints and share them with the Quality team.
• Discuss Requests / Transactions rejections with Sales and/or Provider Relations to align customer/provider practices with BUPA policies

  Process Enhancements & Data Analysis

• Recommend process improvements with Sales for system enhancements and company performance initiatives to help develop the most efficient processes.
• Improve enrolment experience by participating in focus groups to identify ways to improve the process
• Conduct data analysis and use the results to improve processes and KPI’s.
• Assist in Dashboard creation for all Enrolment activities and share them internally for department updates

Skills

• potential to improve and enhance efficiency
• Analytical skills and planning capabilities
• Communication skills
• Deep understanding of CCHI & regulations
• Knowledge in the insurance and medical terminology is a major advantage.
• Multi-Cultural
• Service mindset