Vezeeta is the leading Digital Healthcare Platform in Middle East and Africa that is transforming healthcare accessibility across the region. Having served to date more than 10 Million patients across 78 cities in 6 countries through cutting-edge digital solutions, we empower patients throughout the entirety of their healthcare journey allowing them to access the quality care they deserve.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals - with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

The Role

As a fundamental member of the Operations team, you will play a significant role in contributing to the growth and success of Vezeeta. This is a position that will see you gain experience and skills in a wide range of areas as well as working at the forefront of the health-tech industry.

Responsibilities

• Work closely with the internal and external team to identify challenges and best practices for higher Patients Rating
• Manage The Case escalation with other stakeholders in the organization
• Own the Return requests from patients and ensure smooth refund (if any)
• Act as the first point of contact for named Corporate Customers to ensure smooth operations
• Manage the Operational flow for Business Development Deals
• Ensuring that all consumers are satisfied which may require taking calls and/or escalated calls.
• Manage the closure of all CPA cases (Consumer Protection Agency in Egypt) and report all cases to Operations Manager and Legal department.·
• Support the Claims Team to achieve our Business Goals by Handling the end-to-end process for receiving claims from all branches
• Own the Data entry process and ensure all claims are trackable at any point in time
• Align with Risk Compliance and related Management team loses from claims to avoid it in the future
• Work closely with accounting team to report any issue in the Cash collected for Business Development orders
• Own the collection of invoices from Payer (Corporate accounts and Insurance Companies)
• Motivate and encourage the team through positivity by using chats, competitions, communication that align with Vezeeta Values and mission.
• Ensuring Operations Team (Pharmacist and Customer Care) understand and comply with all call center objectives, performance standards, documentation procedures, and policies.
• Support in the Training and coaching for newcomers, and provide the required training sessions for existing employees frequently.
• Create a healthy and comfortable work environment.
• Support Process Improvement and contribute to process optimization.
• Participate in the budget build-up.
• Preparing reports and analyzing data to assist management as they determine performance and workflow, ensuring SLAs and targets are met.
• Analyze cases to be better understand the Business position and implement corrective actions
• Support the Operations Manager to highlight operational risks and areas for improvement
• Ensure higher repeat from patients who complaints by achieving the highest first call resolution rate