Medical Associate

4 weeks ago

Morong, Philippines dnata Full time
Key Responsibilities and Accountabilities
  • Responsible for answering Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and their eligible dependents.
  • Handle medical and dental booking appointments, follow administrative processes and GCAA requirements for licensed flying crew
  • Keep and manage medical records with utmost confidentiality
  • Receive Employee Assistance Program cases, triage and book appointments following administrative processes.
  • Receive and handle emergency calls coming to the Medical Hotline.
  • Handle and triage as necessary the cases coming from the Medical Advise line.
  • Achieve individual Key Performance Indicators (KPIs) to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour.
  • Provide customers with specific and accurate product and service information to maintain quality service provision for all accounts
  • Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers
  • Have the capability to work on different accounts on a simultaneous basis to enhance overall productivity
  • Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader
  • Stay fully knowledgeable on all aspects of each assigned account/s. Subject matters include but are not limited to revised Standard Operating Procedures, Work Instructions, etc
  • Other tasks may be assigned
Key Competencies
  • Initiative & Commitment to Achieve
  • Organising for Results
  • Team Work
  • Problem solving and critical thinking skills
  • Must be detail oriented with utmost focus on quality and efficiency.
  • Results orientation with bias for action, versatility, and adaptability.
  • Excellent written and communication skills
  • Excellent customer service skills
  • Keen sense in providing detailed instructions to clients
  • Understanding of Middle East culture is very critical
  • Must be able to effectively communicate with colleagues and peers from other departments

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