Job Summary
To guide customers with their questions and addresses issues regarding products or services at the 24-hour contact centre, which includes but not limited to:
Job Description
Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs.
Escalate All complaints/feedback triggered via calls to respective departments or to the line manager for further action.
Promote the FAK medical products by offering guidance to the prospective customers.
Respond to the insured customers about benefits inquiries.
Guide the insured Members about their benefits management, advise about the appropriate service providers and other related member benefit matters.
Negotiate costs with service providers for sustainable costs containment.
Carry out outbound calls and follow ups for the post hospitalized members.
Handle any other tasks as assigned by the line manager
Qualifications and Experience
A bachelor’s degree or diploma in nursing or clinical Medicine and Surgery
Minimum of 1- 2 years’ experience in a similar role.
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