Prepaid Medicare Services Limited a leading Health Maintenance Organisation (HMO) and a major player in the Nigeria Health Insurance Industry
POSITION : Call Centre Agent
Summary
- To 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.
- Modelling effective communication skills, call centre agents must be knowledgeable about the products and services of Prepaid Medicare Services Ltd HMO.
Responsibilities
Include the following. Other duties may be assigned:
- Function as an information source through telephonic assistance to members, providers, billing agencies, and various company/department staff.
- 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.
- 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
- Identify and escalate priority issues.
Required Skills
- Good Typing Skills
- Attention to detail
- Professional development through participation in continuing education and professional Organizations.
- Good verbal and written communication skills
- Must be Conversant with the HMO processes and Maintenance
- Must also be good in Coordination, Listening, Scheduling and Teamwork
- Must possess good administrative skills
- Superior problem solving skills
- Ability to explain detailed instructions articulately and clearly
- Ability to analyse Information promptly
- Exceptional customer services skills
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call centre telephony and technology
- Relevant product knowledge
Requirements
- Minimum of an OND in any of the Sciences, Marketing, Insurance or any other relevant field
- HMO Experience is necessary
- Knowledge of the operations of the National Health Insurance Scheme (NHIS) will be an added advantage
- Excellent customer relationship skills
- Good communication/presentation skills (both oral and written)
- Ability to communicate effectively in both oral and written English language
- Must be a team player, able to build and maintain effective and collaborative sales and marketing network
- Must be able to take responsibility and demonstrate high level of integrity in dealing with all stakeholders
How to Apply
Candidates should send their application and CV's to:hr@prepaidmedicareng.com
Sorry the application deadline for this job has elapsed
