Job Title:  IT Infrastructure Support Specialist (DevOps, Azure) Company Name: Aetna Location: Dubai, United Arab Emirates (UAE) About Aetna: Aetna International is a leading provider of international expatriate private medical insurance and health management solutions. We have over 1000 staff and growing every day. Our customer base is over 123,000 members located worldwide; and we have more than 71,000 healthcare professionals and facilities worldwide in the offices in all the major regions of the world.   Job Summary: The IT Infrastructure Support Specialist (DevOps, Azure) will provide high quality, customer-focused, distributed computing services and help desk support; providing innovative solutions, maintain standard practice and consistency in the distributed environment, and provide coaching to desktop support teams.   Key Duties and Responsibilities: Provides distributed desktop and server support, desktop, server and infrastructure maintenance, installation services, and problem resolution and help desk support. Acts as point of escalation for customers, team members, and management to ensure optimum service quality through ongoing management and continuous improvement initiatives Manages administrative processes (asset management, De-acquisition, change/service requests, and problem management). Installs Computer Equipment and Server support (Lease Replacements/New Hires, etc.). Handles incoming help desk (SPOC) tickets as assigned. May lead, develop and coach team members. Ensures customer business needs are met while adhering to corporate standards and meeting Service Level Agreements. Facilitates communication amongst customers, team members, and other AIS areas. May act as Project Leader for assigned initiatives. Installs new technology in field offices. Keeps current on new technology and its benefit to the company direction. Supports and tests IT Technology and provide feedback to appropriate AIS Units and may participate in research of non-standard product solutions to meet customer needs. Performs server Maintenance on Aetna server equipment, may include installation of service packs, Security patches and upgrades when necessary, monitors tape backup process, and performs data restores when necessary. Performs systems administration responsibilities including printers and host printer creation/maintenance. Performs and participates in DBAR (Disaster Backup and recovery) initiatives, Corporate Real-estate Project initiatives (Office Closures/Restacks/Consolidations),Major Project Initiatives (Application Rollout, Desktop Refresh, etc.). Must be able to lift minimum of 50 lbs. Position will require 7x24 support and approximately 10-30% travel.   Qualifications, Skills and Experience:  The IT Infrastructure Support Specialist (DevOps, Azure) must hold a Bachelor’s degree in Computer Science or a related discipline. Experience with Microsoft Office Products and PC/Workstation based LAN applications, or an equivalent combination of education and work experience. PC desktop equipment and associated hardware/software and or LAN certified Network and server administration and/or equivalent experience. MS Server support, Active Directory, MS Exchange, Disaster Backup and Recovery LAN/WAN, MPLS,SD-WAN MCSE/MCA or related computer experience. In-depth knowledge of end user computing systems and hardware, client functions and applications. Excellent consultative and communication skills. Analytical ability, decisiveness, and strong judgment. Ability to work effectively with client and other IT management and staff. Cloud computing enthusiast Cloud Dev Ops exposure/experience desirable. Microsoft Azure or AWS exposure desirable  

  Job Title:  Policy Administrator (6 Month Contract) Company Name: Aetna   Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Policy Administrator (6 Month Contract) will provide prompt, efficient data capture, prepare the required documentation, and member material to our members and Plan Sponsors.   Key Duties and Responsibilities: Perform quality control checks on processed policies. Maintain accurate customer records according to department policies Establishes and maintains strong, collaborative relationships with clients, Brokers and other Aetna departments. Communicates effectively and timely to internal and external constituents Has proficiency of Aetna systems and is able to assimilate and translate relevant information on products and policies. Adhere to Best Practice Process, Service Standards and all relevant statutory or regulatory requirements. Ensures that legislation and compliance has been properly adhered to with regard to Member Details Research, respond and provide alternatives to inquiries from internal and external constituents to meet expectations The Policy Administrator will also ensure that products and services are aligned with customer’s requirements and commitments are met   Qualifications, Skills and Experience:   Two years of industry experience in a customer service/finance/invoicing role preferred. Secondary School Graduate University/college degree preferable or equivalent work experience Strong verbal and written communication skills Ability to multi-task to accomplish workload efficiently Well organized Strong customer focus Problem solving skills

Job Title:  Tele-Medicine Assistant (vHealth) Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Tele-Medicine Assistant (vHealth) will help ensure a smooth-running virtual primary care operation by providing   high quality assistance and services to the patients experiencing a wide range of physical illnesses or other health conditions. You will play a critical role in supporting the vision of helping people lead healthier lives.    Key Duties and Responsibilities: Written and telephonic customer service for questions, information, appointments and concerns regarding vHealth services. Scheduling of teleconsultations and other vHealth services. Scheduling of appointments with third party partners as directed by vHealth Physician. Assisting vHealth Physician in scheduling outbound teleconsultation, follow ups. etc. Assist patients with obtaining prescribed medicines thru pharmacy partners. Survey customers monthly for quality assurance. Ensuring consistent and accurate documentation in the system and in patient’s medical record. · Assist in other activities as needed to ensure smooth and efficient vHealth operations.   Qualifications, Skills and Experience:   Prior telephone and email-based customer service Prior experience of at least two years working in a health insurance setup/medical facility Excellent verbal and written communication skills especially for phone and correspondence; knowledge of Arabic and French is an added advantage Very comfortable working with computers, learning new systems The Tele-Medicine Assistant (vHealth) should have strong service orientation and customer centric attitude Able to work independently and in a fast-paced environment Ability to prioritize work and shift priorities as needed. A love for working with and helping people as they address their medical needs. Ability to relate to people of varying backgrounds. Ability to convey care and concern telephonically

Job Title:  Network Operations Consultant Company Name: Aetna   Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Network Operations Consultant will be providing strong support to the global direct settlement network and achieve our common purpose of “healthy; anytime, anywhere” by ensuring that our customers receive appropriate treatment at the time and location of their choosing. Support the development and deployment of operational and technology solutions to deliver fast and effective claims flows and reconciliations; and maximize cost-effectiveness with TPAs and providers.    Key Duties and Responsibilities: Supports the development, and management of strategic Network Operations activity in alignment with broader business objectives. Strong organisational skills to effectively manage their own work. Supports the effective operation of abroad spectrum of regional direct settlement healthcare facilities for all customer types. Supports the creation of effective processes that provide visibility of claims activities across our provider and TPA network Supports the creation and execution of robust control points throughout the claims journey to enable timely reconciliations. Assist in executing TPA and Provider claim audits to manage claim costs and identify and report fraud, waste and abuse. Works closely with TPA and Aetna Claims teams to deliver claims reconciliations as required. Develops and maintains strong collaborative relationships within Aetna and TPA Operational teams, as well as with the Sales/Account Management teams and our business partners throughout the region. Working closely with the HGS Vendor Manager to ensure that Aetna receive, process and pay TPA claims in an accurate and timely manner. Reviewing the claims process to ensure that the highest quality standards are applied to the entire claims journey, from receipt of the TPA/provider claim through to payment and EOB. Working with the claims teams to deliver change as required. Develop, monitor and review service performance trends, recommending specific remedial actions as required. Coordinating and resolving escalated service issues as they arise Develops and produces route cause analysis reports for service issues identified. Proactive trending and tracking of service issues. Attends meetings with Plan Sponsors/Brokers and Providers as required. Supports the formal complaints procedures by managing investigations to resolution. Creates and maintains tools, job aids, and training materials to help to resolve issues and improve service delivery Engages in cross-functional projects that support the business strategy. Assist in developing operational and technology solutions to facilitate timely and accurate claim submission and reconciliation.   Qualifications, Skills and Experience:   The applicant must hold relevant qualifications

Job Title:  Financial Accounting Assistant (Credit Control) Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Financial Accounting Assistant (Credit Control) will provide support and assistance to the finance teams. You will be required to work closely with the sales and policy administration teams and take specific responsibility for administration of our client’s policy premium records and cash accounts.   Key Duties and Responsibilities: The Financial Accounting Assistant (Credit Control) will process the collection of client’s premiums via credit card and direct debit payments to the system accurately. To monitor and apply bank transfer payments to the system accurately. To deal with queries The incumbent will chase corporate and individual clients located globally. Work closely with sales representatives and brokers globally and co-ordinate their involvement in collecting debts and maintaining client satisfaction. To answer phone calls as and when necessary. Promote the best image for the company through a professional manner, personal appearance and behavior and adhere to company standards and procedures To carry out any other adhoc duties as delegated.   Qualifications, Skills and Experience: Good standard of general education Computer literate, to include aspects of Microsoft Office Previous administrative experience an advantage Previous accounts experience not necessary but helpful

Job Title:  Claims and Vendor Manager Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Claims and Vendor Manager will increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.   Key Duties and Responsibilities:  Maintains oversight of Claims functions in multiple service centers for a defined region with direct staff reporting to them that support claims in addition to responsibility for work done by Vendor staff.  This positions internally links to internal teams, including claim payments, claim rework, member or provider inquiries, billing, enrollment, accounts receivable, and/or implementation services. Executes strategic and operational plans in support of business segment customer services objectives and initiatives. Sets business area priorities, allocates resources and develops plans for multiple related teams. Ensures all critical service metrics and operational results are achieved. Leads multiple managers, highly specialized professional staff or significant outsourced operations. Oversees the operations of multiple service centers in different locations handling a Claims service function .  Utilizing expert knowledge to oversee operating systems including policies and procedures, operating structure, and information flow across multiple service centers.  Directs implementation of Claims service standards for each location to ensure delivery of quality-focused, consistent cost effective service and administration both in-house and for work administered by vendors.  Analyzes operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions.  Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success. Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segment functions.  Effectively and proactively manages to budget, analyzing and acting upon financial variances from plan by identifying additional cost saving strategies.  Validates production billing volumes and rates across the global platform.  Leads and builds high performance teams across units by providing leadership, mentoring and coaching in achieving understanding of the voice of the customer.  Accountable for leading staff in accordance with Aetna’s standards of leadership excellence.  Monitors and evaluates service center operational plans ensuring customer service standards are maintained during facility shutdowns (anticipated or unanticipated) and during business activity transfers between locations. Coordinates major plan modifications necessitated by unanticipated business or technology developments. Develops and implements business strategies to provide accurate and proactive customer service to members, plan sponsors and brokers aligned to service center. Provides operational support for market management of plan sponsors, members and network providers.  Ensures compliance outcomes are included in all plans and goals.    Qualifications, Skills and Experience: The applicant must hold a Bachelor’s degree in a closely-related field, or equivalent combination of education and experience. Five years’ experience in managing high volume claims processing, financial management, project delivery, and production Healthcare / Medical Insurance experience essential. Customer service experience. Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes. Experienced working with vendors is highly desirable. Demonstrated negotiation skills.

Job Title:  Claims Associate Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   About Aetna: Aetna International is a leading provider of international expatriate private medical insurance and health management solutions. We have over 1000 staff and growing every day. Our customer base is over 123,000 members located worldwide; and we have more than 71,000 health care professionals and facilities worldwide in the offices in all the major regions of the world.   Job Summary: The Claims Associate reviews and adjudicates claims in accordance with claim processing guidelines.   Key Duties and Responsibilities:   Triage and logging of incoming claims. Scanning claims to work-queues for processing across all operational platforms. Provider claims batch control linked between the platform (Actisure IG, Actisure Aetna, and OpenHealth Plus). Management of provider payments - create/run a provider bordereau, check that all invoices match the provider submission summary, identify and re-open for corrections where required, release the batch to finance for payment and once paid liaise with network team to inform the provider of the payment and claim details. Claims vendor queries - reviewing claims on the various platforms, investigating processing queries and responding as appropriate to ensure that the claims batch flows. Provider claims batch control linked between the platform (Actisure IG, Actisure Aetna, and OpenHealth Plus). Management of suspended claims including outreach by calls and emails where appropriate. Finance queries - including managing OFAC issues- investigating, resolving issues and liaising with finance and customer to resolution. Payment report management - investigating processed payments pending (not paid) and identifying a solution to release the payment. E-claims reconciliation - Utilizing the recon tool to investigate, identify, correct and manually remit where e-claim remittance has failed. Manual claims reconciliation - reviewing re-subson the various platforms to identify current status, outstanding issues, correcting, and liaising with the claims vendor for processing Continually work to improve best practices procedures and standards. Ensures compliance with requirements of regional compliance authority/industry regulator. Adheres to international privacy policies, practices and procedures.   Qualifications, Skills and Experience: The applicant must be a high School graduate or local market equivalent.              Two years’ experience in a production environment  Claim processing experience  Data entry experience. Ability to maintain accuracy and production standards. Analytical skills.  Technical skills.  Excellent communication skills.  Oral and written communication skills.  Understanding of medical terminology.

Job Title:  Contact Centre Representative - Arabic Speaker Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Contact Centre Representative will be tasked with member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through afully-integrated organization staffed by knowledgeable, customer-focusedprofessionals supported by exemplary technologies and processes. The jobholder will provide operational support to Aetna members, working in partnershipacross functions to coordinate the delivery of member service activities. Provide speedy response to customer and Plan Sponsor enquiries, providing advice and solutions to maximize customer satisfaction.   Key Duties and Responsibilities: Working within the contact centre, investigate, consider and resolve customer enquiries. Professionally manage inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communicationis maintained at all times. Triage and prioritize enquiries to ensure that all contacts are responded to in a timely manner, and urgent cases take priority. Take ownership for progression of own workload, maintain communication, remove barriers, avoid delays. May facilitate training and coaching when considered topic subject matter expert. Handle customer complaints within the scope of the role, and liaise with other departments where hand-off is required, retaining ownership until the complaint is resolved. Escalate complaints beyond level of authority to Supervisor/Department Manager Continually work to improve best practices procedures and standards. Ensure compliance with requirements of regional compliance authority/industry regulator. Adheres to international privacy policies, practices and procedures. Strive to deliver consistently excellent customer service internally and externally.   Qualifications, Skills and Experience:   The applicant should have previous experience in a Healthcare Insurance Contact Centre Environment (desirable). Proven Telephone customer service experience Demonstrable experience of consistently exceeding customer expectation The applicant must have advanced computer skills including MS Office XPproducts – Excel, Access, Word Additional Information Working knowledge of Word, Excel, Email and Internet. Competent typist Excellent customer service skills with a strong command of written and spoken Arabic, English and French. Good communicator with strong organizational and problem solving skills. This role is part of a 24/7/365 service delivery, as such shift working will be required.  

Job Title:  Policy Administrator (Temporary UAE Careers) Company Name: Aetna   Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Policy Administrator will provide prompt, efficient data capture, prepare the required documentation, and member material to our members and Plan Sponsors.   Key Duties and Responsibilities: Perform quality control checks on processed policies. Maintain accurate customer records according to department policies Establishes and maintains strong, collaborative relationships with clients, Brokers and other Aetna departments. Communicates effectively and timely to internal and external constituents Has proficiency of Aetna systems and is able to assimilate and translate relevant information on products and policies. Adhere to Best Practice Process, Service Standards and all relevant statutory or regulatory requirements. Ensures that legislation and compliance has been properly adhered to with regard to Member Details Research, respond and provide alternatives to inquiries from internal and external constituents to meet expectations Ensure that products and services are aligned with customer’s requirements and commitments are met   Qualifications, Skills and Experience:  The Policy Administrator should have a Secondary School Graduate. University/college degree preferable or equivalent work experience At least two years of industry experience in a customer service/administrative role. Strong verbal and written communication skills Ability to multi-task to accomplish workload efficiently Well organized Strong customer focus Problem solving skills

Job Title:  Financial Accounting Assistant Company Name: Aetna   Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Financial Accounting Assistant will provide support and assistance to the finance teams. You will be required to work closely with the sales and policy administration teams and take specific responsibility for administration of our client’s policy premium records and cash accounts.   Key Duties and Responsibilities: The jobholder will process the collection of client’s premiums via credit card and direct debit payments to the system accurately. To monitor and apply bank transfer payments to the system accurately. To deal with queries To chase corporate and individual clients located globally. Work closely with the sales representatives and brokers globally and co-ordinate their involvement in collecting debts and maintaining client satisfaction. To answer phone calls as and when necessary. Promote the best image for the company through a professional manner, personal appearance and behavior and adhere to company standards and procedures To carry out any other ad hoc duties as delegated.     Qualifications, Skills and Experience:  The applicant should have a good standard of general education Computer literacy skills i.e. Microsoft Office Previous administrative experience an advantage Previous accounts experience not necessary but helpful

Job Title:  Director - Service Operations (MEA) Company Name: Aetna Location: Dubai, United Arab Emirates (UAE)   Job Summary: The Director - Service Operations (MEA) will be responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.  The individual will be responsible for customer experience within the Middle East and Africa regions.  Accountable for service levels and key performance indicators associated with plan setup, preauthorization, customer satisfaction, response time, first time resolution and employee engagement.  Executes on strategic, transformational initiatives within region and contributes to the future evolution of customer contact in a digital-first, customer centric environment. The jobholder also builds and maintains close relationship with Regional Health Authorities in order to understand, manage and implement necessary changes to Operational processes and procedures   Key Duties and Responsibilities: Oversees the operations of multiple service centers in different locations handling a customer service function, which may include claims, member or provider services, billing, enrollment, accounts receivable and implementation services. Oversees operating systems including policies and procedures, operating structure, and information flow across multiple service centers. Directs implementation of service standards for each location to ensure delivery of quality-focused, consistent cost effective service and administration. Analyzes operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions. Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success. Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segment functions. Effectively and proactively manages to budget, analyzing and acting upon financial variances from plan by identifying additional cost saving strategies. Leads and builds high performance teams across units by providing leadership, mentoring and coaching in achieving understanding of the voice of the customer. Accountable for leading staff in accordance with Aetna’s standards of leadership excellence. Monitors and evaluates service center operational plans ensuring customer service standards are maintained during facility shutdowns (anticipated or unanticipated) and during business activity transfers between locations. Coordinates major plan modifications necessitated by unanticipated business or technology developments. Develops and implements business strategies to provide accurate and proactive customer service to members, plan sponsors and brokers aligned to service center. Provides operational support for market management of plan sponsors, members and network providers. Ensures compliance outcomes are included in all plans and goals.   Qualifications, Skills and Experience:  The ideal candidate must hold a Bachelor's degree in a closely-related field, or equivalent combination of education and experience. Advanced degree preferred. At least five years’ experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development. Healthcare experience preferred. Customer service experience. Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes. Proven strong leadership skills managing large high performance teams. Experienced working with vendors. Demonstrated negotiation skills.