About this role
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. Academic and Professional Requirements Minimum Qualification - Diploma in Clinical Medicine/Nursing (KRCHN)
Experience Required: Three years of relevant experience in busy health environment One year experience in a medical call centre management unit