Enrolments (Quality)

Role Purpose

To work on quality management and efficiency improvement for the Enrolment modules, and manage the Quality team on their day-to-day operational tasks to ensure related measures applied with high accuracy, also to maintain long-term relationship with the fulfilment suppliers and couriers aiming at driving their performance forward to meet with Bupa standards and future goals.

Key Accountabilities

1. Operations
- Set the quality strategy together with the Enrolments Managers beginning of each year as part of the Enrolment/Operation strategy.
- Implement QA compliance objectives for data activities, ensuring QA targets are achieved and improving the Quality Yields.
- Improve efficiency by seeking any deficiency or data inconsistency to find the root cause and implement the appropriate corrective actions.
- Ensure all Production and Maintenance processes and guidelines are aligned with SAMA and CCHI rules and regulations and achieved within Bupa Arabia
- Investigate and response to queries by respective departments (Legal/Compliance) and CCHI authorities.
- Develop a controlling strategy with BA service suppliers (fulfilment and shipment), and ensure developing healthful relationship and communication.
- Ensure statistical information under Enrolment functions are produced, collated and analyzed on daily basis to assist in evaluating the productivity and efficiency of the team.

2. Process Changes
- Initiate change requests for system enhancement to improve efficiency and productivity.
- Support the development and implementation of new technology by running tests on the new technology and reporting results.
- Continuously tries to reduce process cycle time and cost by contributing to the re-engineering of processes.

3. Workload Management
- Plan and priorities his own work and that of his team members.
- Delegate tasks to team members including the patching process and cases to be resolved with other departments to balance the workload amongst the team.
- Supervise the performance of audits and quality checks by the quality auditor.

4. Internal And External Communication
- Build relationships and coordinate with other departments, particularly the sales, provider relation, claims, pricing department per auth department and IT to ensure clear communication.
- Manage external relations and coordinate regularly with fulfilment suppliers and couriers to ensure constant alignment with Bupa standards and avoid customer disruption.

5. Maintenance Reports
- Ensure to produce daily and weekly reports for the Enrolment management including KPI reports, team productivity and yields reports for clear communication and quick resolution of issues.
- Ensure to produce specific reports on issues after conducting comprehensive investigation on root-causes and corrective actions to prevent future re-occurrence.

6. People Management
- Leads team goal setting, manages and constantly reviews team and individual performance and provides regular feedback, coaching and development.
- Motivates, empowers and enables direct reports by providing the necessary tools and other supports.

**Skills**:

- Experience in the field of Health Insurance