Customer Support Specialist - Medical Benefits (Emiratisation)

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us and make a difference by delivering top-tier services that support our employees' health and well-being. Experience a fast-paced, multicultural environment where your medical expertise will directly impact the success of our operations and contribute to our shared success on a global stage.

As Customer Support Specialist, Medical Benefits (Emiratisation) you will oversee and enhance the end-to-end customer journey and manage complex queries related to health and medical insurance policies. You will lead continuous improvement initiatives to elevate service standards.

In This Role, You Will

• Lead and manage a team of customer service coordinators, ensuring high performance and professional development. Provide training and coaching to customer-facing staff on medical insurance product knowledge, systems, and service excellence.
• Handle escalated and complex customer inquiries related to medical insurance coverage, claims processing, policy information, pre-approvals, and provider network.
• Analyse customer feedback and service metrics to identify trends, pain points, and opportunities for improvement. Develop and implement strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and first contact resolution.
• Collaborate cross-functionally with Claims, Pre-approvals, and Medical Governance teams to resolve customer issues and improve service delivery.
• Ensure compliance with industry regulations, data privacy standards, and company policies.
• Participate in the design and optimisation of customer support workflows, tools, and communication templates.
• Produce regular reports and dashboards to present customer experience insights and team performance to senior leadership.
  
  

Qualification

To be successful in this role, you must meet the following requirements:

Degree in healthcare administration, human resources or a healthcare field such as nursing, physician or physician assistant.

Experience in a customer service or support role with at least 2 years of experience in a supervisory or mid-management level role.

Proven background in medical or health insurance, including claims, pre-approvals, and policy servicing.

You'll Have An Edge If You Have

Strong knowledge of healthcare terminology, insurance regulations, and third-party administrator (TPA) processes.

Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it’s like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.