Salary: Very Attractive and Competitive.
Job Summary
A reputable HMO company located at Alausa Lagos is seeking a proactive, customer-focused, and highly professional Call Center Agent to join its Client Service team. The ideal candidate will be responsible for handling inbound and outbound customer interactions, resolving enquiries, coordinating healthcare service requests, and ensuring an excellent customer experience for enrollees, healthcare providers, and corporate clients.
This role requires individuals who can work effectively in a fast-paced environment and are willing to work rotational shifts, including weekends and public holidays when required.
Key Responsibilities
Customer Service & Client Support
- Receive and respond promptly to inbound calls from enrollees, healthcare providers, and corporate clients.
- Provide accurate information regarding health plans, benefits, provider networks, and authorization processes.
- Resolve customer complaints and enquiries professionally and efficiently.
- Escalate complex issues to the appropriate departments for timely resolution.
- Maintain a high level of customer satisfaction through exceptional service delivery.
Call Management & Follow-Up
- Handle inbound and outbound calls in line with established service standards.
- Accurately document customer interactions using the organization\'s CRM or designated systems.
- Follow up on pending requests and ensure timely closure of cases.
- Conduct customer feedback calls and provide service updates when required.
Healthcare Service Coordination
- Assist enrollees in accessing healthcare services within the provider network.
- Coordinate referrals and emergency healthcare requests where applicable.
- Liaise with healthcare providers to resolve service-related concerns and ensure seamless service delivery.
Reporting & Documentation
- Maintain accurate records of calls, enquiries, complaints, and resolutions.
- Prepare daily activity and shift reports.
- Track unresolved issues and ensure appropriate follow-up actions are taken.
Compliance & Quality Assurance
- Adhere strictly to company policies, customer service standards, and confidentiality requirements.
- Meet established service-level agreements (SLAs) and performance targets.
- Participate in training, coaching, and continuous improvement initiatives.
Requirements
- Minimum of OND, HND, or Bachelor\'s Degree in any discipline.
- Minimum of 1–2 years\' experience in customer service, call center operations, or a related role.
- Experience within an HMO, healthcare, insurance, hospital, or customer-focused organization will be an added advantage.
- Proficiency in Microsoft Office applications and customer relationship management systems.
- Ability to work rotational shifts, including weekends and public holidays.
What We Offer
- Health insurance coverage.
- Professional development and career growth opportunities.
- Performance-based rewards and incentives.
- Opportunity to work in a reputable and growing healthcare organization.
Gmail
Yahoomail