Council Of Health Insurance
The jobholder is responsible for Insurers Daman, Providers Daman and Employers Daman activities including the classification and registration of complaints, coordination and follow-up to resolve complaints and updating databases to resolve complaints of service providers quickly and in line with policies and procedures
Responsibilities
Determine the added value provided by the council to address the needs of the Department according to the analysis of their descriptions (social media monitoring, questionnaires, etc.)
Managing the division of complaints into categories and registering them in the Customer Relationship Management System and ensuring continuous follow-up until their closure
Ensure the receipt and preservation of documents and information supporting complaints
Conduct field visits to obtain additional information related to complaints
Ensure coordination and follow-up with the Department, internal and external stakeholders and relevant authorities to resolve complaints promptly in line with the approved policies
Coordination with the relevant regulatory authorities and/or the qualification, accreditation and classification Department to implement fines for non-compliance
Approval of warnings and letter of escalation of complaints for non-compliant with the relevant council legislation
Supervising the application of solutions and ensuring that complaints are handled and the ticket is closed
Analyze complaint patterns, review challenges, identify areas for improvement and prepare corrective steps to improve complaint management
Use the lessons learned as inputs in improving and developing services and resolving complaints
Education, Certifications
Bachelor’s Degree in Business Administration or Law or a related field
Certificate in insurance is preferable
Knowledge of CHI-related policies and complaint-related clauses
Proficient in oral and written English language (Intermediate)
Experience
6 years of relevant experience
Experience in complaints management and customer service
Experience in system being used
Previous experience in insurance sector is preferable