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Call Centre Agent - Greenbay Healthcare Bachelor's Degree Job

1 month ago Marketing / Communication / customer care Jobs Lagos   725 views
Job Details

Core purpose of the Job

  • 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.
  • Be knowledgeable about the products and services of HMO Companies.

Task Complexity
You are expected to contribute meaningfully with the following duties;

  • Respond to requests, inquiries and complaints from clients and prospective clients while maintaining a positive attitude.
  • Assist prospective clients in their choice of company’s health Plan by providing relevant and accurate information.
  • Upgrade enrollees’ Health plans accordingly.
  • Escalate unresolved issues to the team lead and follow-up on the clients’ complaints to ensure optimal clients’ satisfaction.
  • Function as an information source through telephonic assistance to members, providers billing agencies, and various company/department staff.
  • 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.
  • 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.
  • Politely attend to clients’ suggestions, objections and complaints.
  • Communicate with clients to inform them of updates in service.
  • Conduct surveys to evaluate Customer Satisfaction.
  • Forward feedback, tasks and recommendations to appropriate Units/personnel.
  • Document daily activities and forward report to Team Lead.
  • Maintains call Center database by entering and verifying information; updating contact log.
  • Improves quality results by recommending changes.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

  • A Degree in Mass Communication, English Language, Linguistics

Job Specification (Experience & Training):

  • Academic and Professional: First Degree in Arts, Humanities or Social Sciences, an MBA will be an added advantage.
  • Minimum of 2 - 4Years’ Experience In a similar role.

Job Specific Competencies (Skills / Knowledge / Attributes):

  • Good Listening Skills
  • Good People Skills
  • Good influencing and problem-solving skills
  • Telephone Skills
  • Ability to learn fast
  • Ability to work under pressure
  • Data Entry Skills.

Application Closing Date
21st July, 2021.

How to Apply
Interested and qualified candidates should kindly send in their Applications to: jobs@greenbayhmo.com using the Job Title as the subject of the email.

Company Description
Greenbay Healthcare Services Limited is an integrated healthcare solution provider set up to provide service as a health maintenance organization. It is a new generation health maintenance organization created in response to service delivery challenge observed within the health care service industry.