Key Responsibilities

To pick all calls directed to the medical call center and assign them to the relevant people, and handle client complaints and queries to improve the care team’s efficiency.

The role will provide support for Healthcare Business by;

• Pick all the calls directed to the, Medical call centre both main and back-up line and handle the clients to their satisfaction.
• Respond to all Outpatient, Optical and dental preauthorization requests while adhering to schemes rules and provider rules
• Respond to potential/existing customer inquiries by providing and/or clarifying with the desired information.
• Inform clients and service providers by explaining procedures and answering questions through inbound calls.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Complaints management by proper escalation of client and service provider queries.
• Follow up for end to end resolution on all issues raised by both clients and providers.
• Ensure strict process compliance in line with the business lines objective.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Pick insights from clients and provider feedback on product and process improvement, and report them to the relevant people in a timely manner.
• Generate reports on the various engagements and feedback collected.

Requirement

Functional Skills

• Customer Service orientation
• Listening skills and good Phone etiquette.
• Excellent verbal communication skills.
• Adaptability
• Attention to detail.
• Good Interpersonal relationships
• Ability to Multi-task

Key Competencies/Qualifications

• Customer Focus
• Ownership & commitment
• Team Spirit
• Excellent communication
• Ability to multi-task
• Bachelor’s degree in nursing / Diploma in nursing or clinical medicine
• At least one-year experience in a care management role with a 24hr call center.