Customer Service - Call Center Agent at Anadach Consulting

Our client has been a leading provider of world-class healthcare services for over 15 years in Lagos, The Facility is a growing family practice that places a strong emphasis on the delivery of high-quality Patient-centered family medicine.

As a result of expansion and strategic initiatives aimed at delivering increased value to the patient Experience, career opportunities exist for high performing professionals that can contribute in a rapidly growing organization. 

Location: Victoria Island, Lagos

Job Role: This role requires an organized, empathetic, and friendly professional with excellent phone etiquette, good communication skills (Both written and oral) and ability to multitask. The selected candidate would be required to interact directly with customers or patients to answer questions or complaints, solve problems, provide information and maintain clients reputation for high quality service.

Duties and responsibilities:

• 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.

• Function as an information source through telephone assistance to members, providers, billing agencies, and various departments/staff members.

• Receive calls from prospective clients and re-route the calls to the appropriate department ensuring that prospective clients receive the best service.

• Adhere to and live the organizational values and maintain updated knowledge of the facility’s services in order to provide adequate information to customers.

• Log enquiries for all calls relating to registered providers, clients and members.

• Follow up on specific cases as distributed to ensure value-added service offering and obtain necessary information from customers to adequately follow up.

• Make service suggestions to meet the customer’s specific needs, process complaints and follow established guidelines.

• Collect and record customer feedback and information, and share with appropriate departments and team members as well as document important customer information for future reference.

• Maintain knowledge of organizational guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.

• Foster and maintain relationships with customers to improve our retention rate.

Skills and Competency:

• Excellent communication skills (written and verbal)

• Positive, enthusiastic and friendly disposition

• Strong Organizational & Interpersonal skills

• Emotional Intelligence & Ability to show empathy 

• Ability to work with little or no supervision

• Team work ability & Data management skill

• Strong Relationship Management Skill

• Proficient with Microsoft Tools 

• Professional and pleasant telephone etiquette

• Problem solving skills & Ability to multitask

• High level of integrity

Qualifications and Experience

• A Bachelor’s Degree in a relevant field is required 

• Minimum of 2 years  experience in a related role

• Conversant with Electronic Medical Record

• Positive, service-oriented attitude and emotional intelligence

• Strong computer skills and excellent phone disposition

PLEASE NOTE: ONLY SHORTLISTED APPLICANTS WOULD BE CONTACTED.