Quality Assurance Agent at Prepaid Medicare Services Limited
Employment Nigeria
16-May-2017
ABUJA ,
Customer Service
Prepaid Medicare Services Limited - A Health Maintenance Organisation (HMO).
POSITION : Call Centre/Quality Assurance Agent
DESCRIPTION
- 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
- 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.
- 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).
Skills
Must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required:
- Good in Coordination, Listening, Scheduling and Teamwork
- 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
- Good Typing Skills
- Attention to detail
- Professional development through participation in continuing education and professional Organizations.
- Good verbal and written communication skills
- Conversant with the HMO processes and Maintenance
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call centre telephony and technology
- Relevant product knowledge.
Requirements
- Communication/presentation skills (both oral and written)
- Communicate effectively in both oral and written English language
- Team player, able to build and maintain effective and collaborative sales and marketing network
- Able to take responsibility and demonstrate high level of integrity in dealing with all stakeholders
- Be a certified Nurse with 3 to 5 years of experience
- Willing to resume work 3 days after interview.
- Willing to work 24 hours
- Knowledge of the operations of the National Health Insurance Scheme (NHIS) and Health Maintenance Organization will be an added advantage
- Excellent customer relationship skills
How To Apply
Candidates should send their application and Curriculum Vitae to: hr@prepaidmedicareng.com
Sorry the application deadline for this job has elapsed
