INTRODUCTION : -
Call Centre / Customer Relationship Officer job opportunity is available at Prepaid Medicare Services Limited for individuals who possess relevant qualifications.
To answer and or / initiate customer calls, respond to customer needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.
Modelling effective communication skills, call centre agents must be knowledgeable about the products and services of Prepaid Medicare Services Ltd HMO.
DUTIES AND RESPONSIBILITIES : -
Include the following :
Function as an information source through telephonic assistance to members, providers, billing agencies, and various company / department staff.
Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
Interact with provider community and various departments to resolve issues involving the membership and credentialing status.
Explain benefits, eligibility status, enrolment processing procedures and status of authorizations and referrals to callers.
Conduct member outreach calls as assigned to proactively educate members on services available (Welcome Calls).
Process complaints, following established guidelines.
Maintain knowledge of National guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
Answer calls professionally and respond to customer inquiries
Identify and escalate priority issues
Other duties may be assigned.
DESIRED EXPERIENCE & QUALIFICATION : -
Must be a certified Registered Nurse with 3 to 5 years of experience
Must be willing to resume work 3 days after interview.
Must be willing to work 24 hours
Knowledge of the operations of the National Health Insurance Scheme (NHIS) and Health Maintenance Organization will be an added advantage
Excellent customer relationship skills
Good communication / presentation skills (both oral and written)
Ability to communicate effectively in both oral and written English language
Must be a team player, able to build and maintain effective and collaborative sales and marketing network
Must be able to take responsibility and demonstrate high level of integrity in dealing with all stakeholders.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and / or ability required :
Good Typing Skills
Attention to detail
Professional development through participation in continuing education and professional Organizations.
Good verbal and written communication skills
Must be Conversant with the HMO processes and Maintenance
Must also be good in Coordination, Listening, Scheduling and Teamwork
Must possess good administrative skills
Superior problem solving skills
Ability to explain detailed instructions articulately and clearly
Ability to analyse Information promptly
Exceptional customer services skills
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Knowledge of call centre telephony and technology
Relevant product knowledge.