Senior Associate - Health Coordination

About the role

The Senior Associate – Health Coordination acts as the primary point of contact for customers and hospital staff, handling inquiries via face‑to‑face, phone and email. The role ensures that all requests are processed according to Bupa Arabia standards, delivering courteous and efficient service while supporting hospital compliance.

Key responsibilities

• Provide high‑level customer service, answering queries, delivering accurate information about products, services and the hospital network.
• Resolve customer complaints promptly, minimizing escalations and documenting actions in the complaints tracker.
• Support hospital staff by ensuring use of swipe‑card, fingerprint and online systems, and by delivering coaching on Bupa services.
• Monitor provider compliance with agreed service standards and facilitate training where needed.
• Build and maintain strong relationships with provider insurance directors, conduct regular front‑line visits and coordinate recognition mechanisms.
• Collaborate effectively within the team to achieve departmental goals and promote a positive team spirit.

Required profile

• Excellent interpersonal and communication abilities.
• Strong customer‑service orientation with the capacity to handle complaints and inquiries professionally.
• Ability to work both independently and as part of a team.
• Basic understanding of healthcare insurance processes and hospital operations.

Required skills