Patient Care Analyst at Helium Health

• The Patient Care Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE.
• This individual will be required to answer requests, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.

Responsibilities: 

• Inbound Request Management
• Handle all inbound requests and complaints, routing accordingly and providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Directly interact with customers and clients to help identify and assess needs towards the prompt resolution of issues. 
• Manage inbound requests via email, calls, chats or face to face for requests, complaint, or enquiries. Log incidents using CRM tools, action and close accordingly.
• Advise clients on  available services and processes to access services.
• Ensure all relevant communications and data are updated and recorded.
• Monitor random calls to improve quality, minimise errors and track operative performance. Prepare periodic reports on contact centre statistics, rates and performance levels.
• Maintain a positive empathetic and professional attitude towards clients at all times.

Monitoring & Resolution

• Constantly monitor the use of our services, resolving any first level client’s complaint and escalating where necessary.
• Follow up to ensure resolution of client’s complaint
• Manage the database of clients and customers ensuring it is effectively segmented for targeted marketing activities.
• Measure the effectiveness of improvement and provide management visibility to such improvement.
• Execute Customer Success strategies as directed to encourage customer retention and customer loyalty.
• Follow Customer Success communication procedures, guidelines and policies.

Requirement: 

• Minimum 0 - 2 years’ contact Centre management and customer service experience in the retail healthcare sector (preferably in a physician practice or related setting).
• First Degree in the health sciences is preferred, other related fields are acceptable.
• Exceptional phone and email communication skills, customer service skills, active listening skills, verbal, and written communication skills.
• Ability to resolve conflict and diffuse tension.
• Strong time management skills.