Overview
Customer Service Ambassador Jobs in Panamá, Panama at VIP Universal Medical Insurance Group (VUMI)
Title: Customer Service Ambassador
Company: VIP Universal Medical Insurance Group (VUMI)
Location: Panamá, Panama
Company Description
VIP Universal Medical Insurance Group (VUMI®) is an international health insurance organization offering major medical insurance products and specialized VIP medical services to individuals and corporations worldwide. VUMI provides a wide variety of health plans, including access to features such as Second Medical Opinion VIP®, global telemedicine, and at-home doctor visits. With offices across the United States, Canada, the UAE, Latin America, and Europe, VUMI operates as part of a global healthcare management group with over 40 years of industry experience. The company employs more than 590 professionals of diverse nationalities, ensuring comprehensive global expertise and service.
Job Description
The Customer Service Liaison serves as the primary relationship and service coordination point between Hospital Panamá Clinic and La Regional de Seguros VUMI. This role is responsible for delivering an exceptional customer experience throughout every stage of the patient journey, ensuring seamless coordination of services, timely communication, operational excellence, and high satisfaction levels for insured members receiving care at Hospital Panamá Clinic.
The position acts as a strategic bridge between the hospital and the insurance organization, ensuring that all interactions reflect empathy, professionalism, responsiveness, and operational efficiency.
Customer Experience Excellence:
- Serve as the dedicated point of contact for insured members receiving services at Hospital Panamá Clinic.
- Ensure a premium, concierge-level experience during all customer interactions.
- Monitor and proactively manage the patient experience from admission through discharge and post-care follow-up.
- Resolve customer concerns, complaints, and escalations quickly and professionally.
- Maintain high visibility within the hospital to ensure immediate assistance when needed.
- Promote customer advocacy and continuously improve member satisfaction metrics.
Hospital & Insurance Coordination:
- Coordinate communication between Hospital Panamá Clinic and La Regional de Seguros VUMI.
- Facilitate smooth operational workflows related to:
- Admissions
- Pre-authorizations
- Guarantees of payment (GOP)
- Billing coordination
- Claims support
- Discharge planning
- Ensure compliance with policy coverage, contractual agreements, and service standards.
- Support hospital staff in understanding insurer requirements and procedures.
Case Management Support:
- Follow active inpatient and outpatient cases to ensure timely service delivery.
- Monitor high-cost or complex medical cases and escalate as needed.
- Assist members and families with navigation of benefits and hospital processes.
- Ensure proper documentation and communication throughout the treatment lifecycle.
- Collaborate with medical management and claims teams for efficient case handling.
Relationship Management:
- Build and maintain strong relationships with:
- Hospital administration
- Admissions teams
- Billing departments
- Physicians and providers
- La Regional VUMI operational teams
- Participate in periodic operational and service review meetings.
- Identify opportunities to strengthen operational integration and service quality.
Operational Excellence & Reporting:
- Track service KPIs and customer satisfaction indicators.
- Prepare operational and customer experience reports.
- Identify process improvement opportunities and recommend corrective actions.
- Ensure adherence to service-level agreements (SLAs).
- Support audits, quality reviews, and accreditation standards as applicable.
MINIMUM QUALIFICATIONS
- Minimum 3–5 years of experience in:
- International Private Medical Insurance (IPMI)
- Healthcare customer service
- Hospital administration
- Case management
- Provider relations
- Exceptional interpersonal and communication skills.
- Ability to work effectively in multicultural and multilingual environments.
- Fluent in English and Spanish
- Strong customer-centric mindset with high emotional intelligence.
- Ability to handle sensitive situations with empathy and professionalism.
- Strong conflict resolution and problem-solving capabilities.
- Experience working directly with hospitals and insurance companies preferred.
- Experience managing VIP or international patient services is highly desirable.
PHYSICAL DEMANDS
The job primarily requires walking through hospital facilities and maintaining an active onsite presence, operate standard office equipment such as copiers, computers, telephones, printers, etc.
WORK ENVIRONMENT
This position is primarily based onsite at Hospital Panamá Clinic and involves daily interaction with patients, hospital staff, physicians, insurance representatives, and internal operational teams from La Regional de Seguros VUMI.
