Service Level Agreement – GlobeMed Egypt
GlobeMed Egypt is committed to delivering reliable, fast, and high-quality healthcare administration services. The attached Service Level Agreement (SLA) outlines clear turnaround times for all key operational processes to ensure transparency, efficiency, and an enhanced customer experience.
- Transparent service standards
- Stronger trust with clients and partners
- Faster and more efficient processing
- Improved member and customer experience
The SLA covers the following areas: Production Services, Chronic Medication Posting, Patient Services, Claims, and Customer Support. Each section defines the expected turnaround time for every process, reflecting GlobeMed Egypt’s commitment to service excellence.
1. Production Services
This section defines the turnaround times for policy-related administrative operations:
- Policy Issuance – 05 working days
- Policy Renewal – 05 working days
- Addition / Deletion / Card Replacement – 03 working days
- Corrections / Edits – 02 working days
Turnaround time is calculated from the date complete and correct data is received by GlobeMed Egypt.
2. Chronic Medication Posting
This service ensures chronic medications are registered and updated promptly to support continuity of care:
- New / Update Chronic Post – 01 working day
- Renewal for Existing Policy – 02 working days
- Addition of a New Policy Chronic Post – 03 working days
3. Patient Services
GlobeMed ensures fast response times for medical authorization requests:
- Inpatient Online Pre-Authorization – within 1 hour
- Inpatient Offline Pre-Authorization – within 2 hours
- Outpatient Online Pre-Authorization – around 10 minutes
- Outpatient Offline Pre-Authorization – within 2 hours
- Cover Letters – within 2 hours
- Mobile Application Requests – within 2 hours
4. Claims Services
This section specifies the turnaround times for reimbursement and claims-related activities:
- Inpatient Reimbursement Claims – 05 working days
- Inpatient Claims Resubmission – 05 working days
- Outpatient Reimbursement Claims – 05 working days
- Outpatient Reimbursement Resubmission – 05 working days
- Claims-Related Inquiries – 01 working day
5. Customer Support
To ensure a seamless experience, GlobeMed adheres to the following standards:
- Answering Calls in Queue – within 55 seconds
- Call Back of Abandoned Calls – within 1 hour