Help Desk Senior Supervisor

About the Role

We are looking for an experienced Helpdesk Senior Supervisor with a pharmacy background to lead and support the day-to-day insurance helpdesk operations across our pharmacy branches.

The role is responsible for ensuring timely resolution of branch and pharmacist inquiries, supporting insurance claim processing, managing deduction-related cases, coordinating with insurance companies, and ensuring consistent compliance with insurance dispensing procedures.

The position also plays a key role in pharmacist training, operational reporting, process improvement, and maintaining business continuity across branches.

Key Responsibilities

• Deliver training sessions for pharmacists, either in person or online, on insurance claim processing procedures.
• Prepare and update training materials to ensure proper implementation of insurance dispensing procedures.
• Compile and distribute operational notices based on deduction and error reports.
• Monitor and update the Credit Manual Platform and related operational content.
• Review and filter deduction invoices before they are communicated to branches.
• Review and follow up on high-value invoices to maximize resolution before financial deductions are applied.
• Review deduction receipt invoices submitted by branches and verified that reported errors have been resolved in accordance with approved dispensing procedures.
• Receive unresolved deduction cases from branches and coordinate their resolution to minimize pharmacists' deductions through also obtaining the required approvals for high-value invoices when necessary.
• Upload deduction invoices to the portal promptly and follow up with branches on pending cases then respond to pharmacists' objections submitted through the portal regarding deduction invoices.
• Ensure all assigned activities are completed within the agreed monthly closing timelines.
• Create, activate, and update user accounts and passwords for insurance online systems.
• Coordinate with insurance companies to activate online system access for new branches.
• Follow up on insurance online system issues and coordinate their resolution.
• Respond to branch and pharmacist inquiries received through the Credit Helpdesk email, official credit WhatsApp groups, telephone, and portal which is extended to the evening shift and even in the weekends as well .
• Resolve operational issues related to insurance claim processing to ensure business continuity.

Requirements

• Bachelor's degree in Pharmacy .
• Minimum 5 years of relevant experience , preferably in pharmacy operations, insurance, claims, helpdesk, or a similar role.
• Strong knowledge of insurance claim processing and pharmacy dispensing procedures .
• Experience working with insurance systems and online platforms.
• Experience in insurance invoice review, deduction management, and claims resolution .
• Good understanding of operational reporting and performance analysis.
• Previous experience in a supervisory or coordination role is preferred.

Skills & Competencies

• Strong leadership and team coordination skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good presentation and training skills.
• Strong customer service and branch support orientation.
• Excellent follow-up and organizational skills.
• Ability to manage multiple priorities and time-sensitive issues.
• Good computer skills and ability to work with online systems and platforms.

Languages

• Arabic: Fluent
• English: Basic working proficiency