Call Centre Agent at Greenbay Healthcare Services Limited

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.