Helium Health is looking for a Patient Care Associate to provide outstanding service to customers and potential customers in Qatar and the UAE. You will answer requests, handle complaints, and troubleshoot problems professionally to ensure effective resolution and customer satisfaction.
What You'll Do
- Handle all inbound requests and complaints, routing accordingly and providing appropriate solutions within time limits; follow up to ensure resolution.
- Directly interact with customers and clients to help identify and assess needs towards the prompt resolution of issues.
- Manage inbound requests via email, calls, chats, or face-to-face for requests, complaints, or enquiries. Log incidents using CRM tools, action and close accordingly.
- Advise clients on available services and processes to access services.
- Ensure all relevant communications and data are updated and recorded.
- Monitor random calls to improve quality, minimize errors, and track operative performance.
- Prepare periodic reports on contact center statistics, rates, and performance levels.
- Maintain a positive, empathetic, and professional attitude towards clients at all times.
- Constantly monitor the use of services, resolving any first-level client complaints and escalating where necessary.
- Follow up to ensure resolution of client complaints.
- Manage the database of clients and customers ensuring it is effectively segmented for targeted marketing activities.
- Measure the effectiveness of improvement and provide management visibility to such improvement.
- Execute Customer Success strategies as directed to encourage customer retention and loyalty.
- Follow established Customer Success communication procedures, guidelines, and policies.
What We're Looking For
- Minimum 0-2 years of contact center management and customer service experience in the retail healthcare sector.
- Exceptional phone and email communication skills, customer service skills, active listening skills, and verbal and written communication skills.
- Ability to resolve conflict and diffuse tension.
- Strong time management skills.
- Arabic & English language proficiency is required.
- Strong interpersonal skills with a collaborative and flexible work style.
- Digitally savvy and proficient in the use of Microsoft Office and work productivity tools including CRM software.
Nice to Have
- Experience preferably in a physician practice or related setting.
- First Degree in health sciences is preferred; other related fields are acceptable.
Technical Stack
- Microsoft Office
- CRM software
Benefits & Compensation
- Competitive pay
Work Mode
This is a local, in-country position based in Qatar and the UAE.
Helium Health is an equal opportunity employer, not biased in employment to any race, colour, creed, religion, sex, or physical disability.
