Call Centre Agent at Total Health Trust Limited

Employment Nigeria 31-May-2016 LAGOS , Customer Service

Total Health Trust Limited - Our organization is a leading and largest health maintenance organization (“HMO”) in Nigeria with over 270,000 members and over 270 private corporations representing some of the country’s top local and international multinationals, as well as public sector institutions under our management. We were the first HMO to be registered in Nigeria and 17 years later, we are still number one in the market. We are one of the very few HMOs that can boast the financial and technical backing of a world class company – Liberty Health (a member of the Liberty Group). The organization further prides itself with its rich culture of Respect, Compassion, Pride and Expertise.

POSITION : Call Centre Agent

Job Description

Receive calls from members or employer groups and providers and prospective clients
To receive calls from providers and have first call resolution on pre-authorization queries for limited and straight forward cases or route the query to the correct department for call resolution
To receive Employer group calls and to resolve queries relating to the specific group or members within the group and route the query to the correct department for call resolution in the more complex cases
To receive and resolve all member related calls and to ensure that all complaints and queries are resolved on first call resolution or escalate the query for resolution
To receive calls from prospective clients and re-route the calls to the Sales and Distribution department ensuring that het prospective clients receive the best service
To log enquiries for all calls relating to registered providers, Clients and members
To follow up on specific cases as distributed by the manager to ensure a value added service offering
To adhere to and live the organizational values

Requirements

Candidate must be a registered nurse, midwife and/or possess B.Sc. Nursing
Additional medical qualification will be an added advantage
Candidate must have minimum of 2 years medical experience including 2 years in similar role in a Health Maintenance Organization (HMO)
Candidate must have Clinical or General Nursing and Insurance Call Centre experience
Candidate must have advanced knowledge of NHIS regulatory guidelines, Medical Global Best Practices, Health Insurance, Products and Processes, and Scheme Rules.
Excellent organizational, communication (verbal and written), listening skills and attention to detail.
Candidate must be very proficient in Microsoft office packages

Other requirements:

Good organizational and planning capabilities
Innovative and quick thinking capabilities
Innovativeness
Adaptive
Decision Making skills
Integrity
Ability to work under pressure
Adaptive, expertise, Result-Oriented, Relationship Skill
Working with people
Strategic
Must be a good collaborator/Team player

Sorry the application deadline for this job has elapsed

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Call Centre Agent at Total Health Trust Limited

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