Medical Associate
4 days ago
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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