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Senior Client Support Manager

2 months ago

Dubai, Dubai, United Arab Emirates Marsh Full time
Job Description

As a Senior Client Support Manager at Marsh, you will play a critical role in delivering exceptional client service and support to our valued clients. Your primary responsibility will be to provide timely and effective support to clients, ensuring their needs are met and exceeded.

Key Responsibilities:
  • Client Enquiry Management: Receive and respond to client enquiries in a timely and professional manner, providing clear and concise information to resolve their queries.
  • Complaint Resolution: Investigate and resolve client complaints related to delays in approvals, treatment procedures, and other issues, working closely with the Insurer to expedite approvals and ensure client satisfaction.
  • Network Updates: Circulate monthly network updates and general circulars to keep clients informed of changes in the network and ensure they are aware of any updates that may impact their services.
  • Pre-Approval Assistance: Review, understand, and assess pre-approval assistance required by clients, informing all relevant parties of any potential problems or contentious claims, and seeking guidance or advice where necessary.
  • Claims Procedures: Guide clients on claims procedures to be followed for direct and reimbursement claims, ensuring they understand the process and can navigate it effectively.
  • Portal Support: Provide assistance with portal submissions and resolve any issues that may arise, ensuring clients can access the support they need.
  • Escalation Management: Promptly escalate moderate to complex pre-approval cases to Claims Managers or Senior Management to ensure effective outcomes and meet client expectations.
  • Colleague Support: Receive and redirect client calls and emails related to support required from a colleague who is out of the office, ensuring seamless support and minimizing disruption to clients.
  • Urgent Escalations: Manage urgent escalations outside of office hours in a timely and effective manner, ensuring client expectations are met and services are delivered as agreed.