Qatar Airways

Role Description We are currently recruiting for the role of General Practitioner - Telehealth based in Ahmedabad, India. General Practitioner - Telehealth is responsible to deliver safe, timely, and high-quality telephone-based primary medical care to GH&MS Clients, by conducting structured remote clinical assessments and evidence-based decision-making, resulting in appropriate treatment, safe triage, and continuity of care aligned with clinical governance standards. - Deliver effective clinical outcomes, by applying structured general medicine practices via telephone consultation, to ensure patient safety, appropriate escalation, and high-quality care delivery. - Manage acute, chronic, and stable complex conditions remotely, by following approved clinical pathways and best practice guidelines, to optimize health outcomes and reduce unnecessary face-to-face visits. - Perform clinical triage and risk stratification, by identifying red flags and assessing urgency during telephone consultations, to ensure timely escalation or referral when required. - Prescribe medications safely and appropriately, by applying up-to-date pharmacological knowledge and remote prescribing principles, to minimize medication errors and adverse outcomes. - Act as a clinical gatekeeper, by assessing the necessity of investigations and specialist referrals, to ensure cost-effective, clinically justified care pathways. - Support occupational health-related advice, by assessing work fitness concerns within scope, to enable safe and informed return-to-work decisions. - Maintain confidentiality and ethical practice, by adhering to professional and data protection standards, to preserve patient trust and regulatory compliance. - Ensure efficient service delivery, by adhering to tele-consultation workflows and service standards, to achieve timely access and service reliability. - Maintain accurate clinical documentation, by recording all consultations in the Health Information system (electronic medical record), to ensure continuity of care and medico-legal compliance. - Coordinate care effectively, by liaising with on-site clinicians, specialists, and allied health professionals, to support integrated care pathways. - Provide after-hours and on-call coverage, by responding to urgent clinical queries as rostered, to maintain continuous service availability. - Manage caseloads efficiently, by prioritizing clinical demand and demonstrating flexibility, to meet fluctuating operational requirements. - Ensure safe remote decision-making, by applying structured telephone consultation frameworks and safety-netting principles, to reduce risks associated with remote care. - Deliver clear patient communication, by explaining diagnoses, uncertainties, and follow-up plans, to promote understanding and adherence. - Escalate care appropriately, by recognizing limitations of telephone consultation, to protect patient safety and clinical outcomes. - To uphold governance framework by championing and maintaining a robust clinical governance framework that ensures all services are safe, effective and responsive. - Ensure that all clinical practices strictly adhere to MOPH guidelines, international medical standards and internal policies. - Clinical Audits ensuring successful outcomes and timely implementation of required corrective actions. - Oversee transparent and effective system for managing patient complaints and feedback using insights to drive service improvements. - Proactively identify, mitigate and manage clinical risks. Implement and monitor patient safety protocols to minimize adverse events and foster a no blame culture where safety is the top priority of the staff. - Maintain active DHP (MOPH) medical licensure of self and team - undertake ongoing clinical practice within the approved scope to meet minimum regulatory requirements for license renewal, in line with MOPH and QCHP professional standards. - Work in close collaboration with the Clinical Governance and Quality function to ensure Primary care services operate in accordance with approved clinical governance frameworks, policies, risk management processes, and regulatory requirements, escalating clinical risks and quality issues through the established governance structures. - Establish the department or teams objectives and priorities to align with and support business objectives. - Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery. - Train and develop other employees, to ensure succession planning is in place. - Perform other department duties related to his / her position as directed by the Head of the Department. Qualifications - Bachelor’s Degree or Equivalent with Minimum 6 years of job-related experience - MBBS or similar from an internationally recognized University - Operations experience in medical Centre or hospitals - Membership or equivalent from a recognized College General Practitioners of Board of General Practitioner Requirements - Experience in telephone-based clinical assessment and tele-consultation workflow compliance - Risk stratification and triage - Safe remote prescribing - Chronic disease management - Emergency recognition and escalation - Tele-consultation workflow compliance - Electronic medical record documentation - Caseload management - Interdisciplinary communication - Service quality and KPI awareness - Patient-centered communication - Ethical and professional conduct - Preferably has regulatory experience of MOPH compliance. Benefits - Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. - You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. - You have the chance to be a part of our future, and build the life you want while being part of an international community. - Our best is here and still to come. To us, impossible is only a challenge. - Join us as we dare to achieve what’s never been done before. - Together, everything is possible.

We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways, Customer Care team as a Senior Customer Care Officer. This role is Houston home-based and can be located at any one of our outstations within the United States. The role focuses on managing and resolving customer care feedback and complaints, ensuring high standards of response, and overseeing compensation proposals. The role holder will drive continuous improvements by analyzing service failures and identifying recurring issues. They will also ensure compliance with customer care regulations from the US Department of Transportation (US DOT), Canadian Transportation Agency (CTA), and Brazil Civil Aviation (ENAC) regulatory directives. As a Senior Customer Care Officer, you will be responsible for the below: - Act as a point of escalation for the team on all customer care-related matters. - Liaise with responsible departments at head office and outstations to gather information and carry out background investigations with regards to customer feedback and complaints. - Evaluate reports generated from owning departments to contribute to root cause analysis and to assist in formulating permanent resolutions to those service shortfalls. - Required to work to an SLA with qualitative and quantitative KPI’s for customer feedback case management. Ensure progress action as appropriate to meet SLA’s. - Ensure regular reporting requirements and escalation processes as part of the customer care team. - Be a final approver for case resolutions, including compensations, and sign off case investigations for GCEO/CCO cases. - Manage inputs to the customer feedback database and to the monthly Customer Care Report. - Responsible for the customer satisfaction rating of own and directly manage the team's case handling. Proactively identify management trends of customer complaints and root causes. - Shared responsibility to ensure overall customer satisfaction ratings with Qatar Airways’ Customer Care are being met. Negotiate case resolutions with customers and mediate where appropriate. Continuously update self and team with the latest regulations with regards to airline/industry claims and compensations. Apply and interpret company policies. - Ensure all responses and resolutions are based on fact, well-reasoned, and would hold “up in court” as factual evidence. - Manage compensations (monetary, vouchers, miles) according to QR policy and within guidelines of decision-making. Shared accountability to achieve overall compensation budget KPI's. Continuously seek ways to optimize compensation and cost resolutions. - Receive and acknowledge claims related to our court cases, lawyer claims, subpoenas, and insurance-related claims. Investigate and refer legal, insurance, and court cases as well as case subpoenas to Group Legal and/or Corporate Insurance to the team for their handling in court, performing of court proceedings, and responding to legal requests/subpoenas or lawyers. - Provide assistance to the Group Legal/Corporate Insurance team in understanding and clarifying the case investigation findings. - Communicate with the passengers where required in order to execute legal or court orders, especially in settlement of compensation. - Liaise with US DOT, TA, and ENAC (Brazil) to understand their regulations or any updates/changes and ensure Customer Care department’s compliance. Oversee and analyze US DOT/CTA claims received. - Facilitate and file monthly reports for the US/Canada Department . of Transportation. - Perform other department duties to their position as directed by the Head of Department. Qualifications, Experience, and Skills: - Bachelors or equivalent with a minimum of 4 years of job-related experience. - Strong organization and prioritization competencies to manage workload against case priorities. - Highly proactive, timely approach to problem resolution, including progress action with internal departments. - Willingness to experiment. - Ability to deal with uncertainty. - Problem-solving skills. - Ability to analyze complex cases as presented by a customer and determine actual customer requests and intent. - Ability to apply company policy as well as own judgment for case resolutions. - Comfortable in working with large case volumes and to manage their own and the team's expectations with regard to workload and overtime requirements. - Managerial skills: ability to delegate work, set clear direction, and manage workflow. - Strong mentoring and coaching skills. Ability to train and develop subordinates’ skills and foster teamwork among team members. - Preferred: conversant in airline policies and procedures. The applicant must be legally authorized to work in the United States. Verification of employment will be required at the time of hire. The company will not sponsor applicants for work visas.