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.

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.