Medical Associate

4 days ago

Clark Freeport Zone Pampanga Philippines dnata Travel Inc. Full time ₱250,000 - ₱500,000 per year

Minimum Requirements:

  • Applicants must be willing to work and relocate to Clark, Pampanga.

  • Applicants must be a Filipino citizen or have a relevant residence status

  • Bachelor's Degree in a relevant nursing and allied medicine field

  • Clinical medical experience is an advantage

  • Demonstrate excellence in customer service by achieving specified performance standards

  • Have a positive attitude to delivering excellence in customer service in a contact centre environment and dealing with colleagues within and outside his department

  • Adhere to set work schedules to ensure correct staffing levels at the department are maintained

  • Have a mature attitude coupled with high degree of work ethic

  • Have an enthusiastic and confident telephone manner with a 'smile in the voice'

  • Be self-motivated and able to apply initiative to solve problems

  • Be effective in a team-based environment and supportive of team objectives

  • Communicate information effectively in a friendly and supportive manner

  • Show the ability and willingness to undertake intensive training in complex products

  • Must be willing to work on shifting schedule.

  • Must be willing to work on holidays and weekends.

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

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