Specialist Coordinator, Customer Feedback Management (80% Remote) | Fachkoordinator (m/w/d) Kundenimpulsmanagement 80% Remote* in Wiesbaden

Job Summary

This critical role involves coordinating and managing all incoming feedback—including praise, complaints, and suggestions—from insured members, corporate clients, and business partners for BKK Linde, a nationwide health insurance fund. Day-to-day responsibilities include receiving and analyzing complaint causes, conducting thorough case investigations (assessing technical quality and customer-oriented communication), and collaborating closely with subject matter experts to resolve complex issues. A core function is driving quality improvement by creating action guidelines and initiating process optimizations. The coordinator will also generate detailed evaluations, reports, and presentations for internal quality management, ensuring positive engagement with feedback providers to prevent cancellations. The ideal candidate must be a certified Social Insurance Specialist with multiple years of experience in both benefits and insurance law (GKV), possessing strong analytical, communication, and conflict resolution skills. This position offers a permanent contract, flexible working hours, and the benefit of 80% mobile work.