Health Contact Centre Officer

Job Purpose: 
To ensure the provision of consistently high quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Customer Experience Centre to Customers.

Key responsibilities:

• Drive progress towards the goal to reduce operational costs and increase total number of customers via retention by answering calls in a professional and informative manner.
• Handling customer queries, complaints, instructions received through call and email communication 24/7. 
• Interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines. 
• Adherence to admission and discharge protocol i.e. claim reserve, initial authorized cost, cover benefits and duration. 
• Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, and verifying information as well as liaise with underwriters on the scope of cover for the various schemes benefits. 
• Prepare periodic care reports for management on medical matters/ issues.
• Maintain and improve quality results by adhering to standards and Customer Experience guidelines, recommending improved procedures with a QA score target 90%,NPS +30, CSAT 90%.Customer Effort 90%. 
• Ensure clients outpatient approvals are issued via email as per SLA . 
• Maintains communication equipment by logging in 90% of interactions through CRM for traceability / visibility.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required:

• University degree/diploma in a social science or business related field. 
• At least 2-3 years’ experience in a contact center.