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
Education
Diploma in Clinical Medicine/Nursing (KRCHN) E
Computer literate in MS Office and other office applications E
Customer Experience training will be an added advantage.
Experience Required:
3 years Relevant experience in busy health environment
1 year Experience in a medical call centre management unit
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