Vara - Patient Relations Specialist Egypt (Based in

5 days ago

مصر, Egypt Vara Full time

What we do

As the first company from Europe’s leading AI venture studio Merantix, Vara has grown since 2018 to become a 30-member international team. Our diverse team consists of highly motivated and ambitious entrepreneurs, healthcare professionals, and technology experts.

To strengthen our team in expanding to Egypt, we are looking for you as a Patient Relations Specialist (M/F/d) based in Cairo. Together we are going to bring AI-powered screening to millions of women in Egypt providing them with excellent state-of-the-art healthcare services.

Your role

As a Patient Relations Specialist (M/F/d)\_\_ you will be the main point of contact for all women undergoing Vara’s mammography screening in Egypt. You will also manage service requests coming from our partner mammography centers. You will work closely with our local Country Managers. The following tasks fall within your area of responsibility:

- Build sustainable relationships and engage customers by taking the extra mile
- Provide accurate, valid and comprehensive information to our customers and partners
- Identifying customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Manage complaints by providing solutions and options within the Service Level Agreement and following up to ensure resolution
- Document all interactions within our ticketing system (Freshdesk)
- Build and manage our knowledge base in Arabic, convert service requests into knowledge base articles
- Follow communication procedures, guidelines, and policies
- Manage and coordinate escalations to our product team, translate escalated service requests from Arabic to English and explain them within the team
- Perform follow-up calls with customers after they received their mammography
- Assist in outbound marketing campaigns
- Seize opportunities to upsell services through outbound calls campaigns
- Meet team's qualitative and quantitative targets
- Show up support at different on ground activities

**Profile**:

- Pharmacy graduates
- 1 - 2 years of experience in customer support/service role preferably in Healthcare insurance/TPA customer care is plus
- Fluent English language skills (spoken and written)
- Strong phone and verbal communication skills along with active listening
- Familiarity with systems and customer-oriented processes
- Customer focus and adaptability to different personality types
- Strong communication skills, ability to confidently talk to customers about women's health with discretion and very high empathy
- Ready to go the extra mile to exceed customer’s expectations
- Technical understanding, knowledge of customer service processes and CRM/ticketing systems
- High level of honesty and integrity
- Proactive and meticulous, able to work under pressure
- A sense of responsibility and teamwork spirit

What we offer
- In office? From home? Somewhere in between? Whatever you prefer
- Competitive salary

We regularly benchmark salaries within the tech and healthcare industry.
- Develop your career

Dedicate yourself to impactful projects and have regular, meaningful career development sessions with your manager
- Social insurance
- Medical Insurance
- Transportation allowance
- Multicultural work environment\_\_

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