Customer Support Specialist

Job Purpose

The Customer Support Specialist provides accurate, compassionate, and privacy-safe frontline support across telehealth, chronic refill, chronic care management, specialty, and administrative journeys.

The role coordinates member communication, identity and eligibility verification, appointment scheduling, virtual-visit support, documentation, follow-up, complaint escalation, and case closure in accordance with approved procedures.

This role helps improve access and member trust while reducing no-shows, booking errors, missed follow-ups, claim-support errors, and avoidable loss of clinician capacity.

Key Responsibilities

• Verify member identity, caregiver authorization, and eligibility using approved procedures and minimum-necessary privacy principles.

• Classify each request and route it to the appropriate team, program, or escalation owner.

• Book, reschedule, confirm, and update appointments accurately across assigned programs and channels.

• Send approved pre-consultation instructions, reminders, follow-up messages, and service-recovery communications.

• Follow approved scripts, standard operating procedures, escalation paths, and shift-handover requirements.

Requirements

• Education: Bachelor’s degree preferred. A relevant diploma may be accepted when supported by demonstrated communication and operational skills.

• Experience: Zero to two years of experience in customer operations, call centers, healthcare administration, hospitality, or a related field. Healthcare experience is an advantage.

• Languages: Fluent Arabic and basic-to-intermediate English.