PURPOSE:

To provide general customer service in respect to medical business customers.

PRIMARY RESPONSIBILITIES:

• Receive and respond to Medical Emergency lines and ensure 24-hour coverage of the Call Centre.
• Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
• Issuance of both in and outpatient approvals for admissible requests for insured members.
• Communication to stakeholders on management of cases and financial liability through reports.
• Provide input for the customer service reports.
• Share daily/weekly and monthly reports as may be required from time to time.
• Participate in cost management initiatives/strategies that have been put in place by the business.
• Handle customer service issues and queries in a timely manner.
• Escalate Customer queries to the relevant job role if necessary.
• Maintain professional ambience within the office premises.
• Promote the organization’s customer service charter.

Key Skills, Knowledge, Experience and Behavioral Competencies

Academic and Professional Requirements

• Education    Minimum Qualification    Diploma in Clinical Medicine/Nursing (KRCHN)
• Customer Experience training will be an added advantage.

Experience Required:

• Relevant experience in busy health environment    3
• Experience in a medical call centre management unit    1