Alan Care Expert at Alan Sénégal supports members by addressing their health insurance needs and managing claims. The role also involves contributing to continuous improvement projects to enhance processes and tools.
Responsibilities
Listen, understand the problems and requests of insured members and provide clear and quick responses
Support insured members via phone, chat, and email and manage additional requests when necessary
Assist insured members with their health coverage procedures
Handle claims with empathy, calmness, and professionalism and ensure rigorous follow-up until resolution
Collaborate with medical, technical, and commercial teams to resolve complex situations
Identify and implement improvements in processes
Analyze customer requests to identify and fix main friction points in the product
Contribute to the improvement of tools and knowledge base
