Registered Nurse-Call Centre Executive at MetroHealth HMO Limited

Scope of Work

The primary duties of the Call Centre Executive will include:

• Provide product and service information to clients
• Managing inbound and/or outbound calls from customers, distribution partners and providers.
• Manage and resolve customer complaints

Responsibilities

Responsibilities include the following:

• Respond to all Enrollee and Provider inquiries in a friendly, professional manner using the suggested script.
• Keep up-to-date information on all plans of GHML and tariff and communicate same to customers in a professional manner.
• Explain benefits, eligibility status, enrollment processing procedures and status of authorizations and referrals to callers.
• Provide up to date information about company products and services to clients, providers and billing agencies.
• Grant authorizations code for medical treatment, if covered on the plan.
• Proffer on-the-spot solution to enrollee challenges.
• Escalate challenges to line managers
• De-subscription of members' plans upon their request, or due to recurrent non-payment, if directed by your line manager.

Requirements

• Must possess a Nursing Certificate.
• At least 2 years relevant work experience

Required Skills:

• Good communication/presentation skills (both oral and written)
• Excellent customer relationship skills
• Proficiency in the use of Microsoft Office Packages
• Good Typing Skills
• Attention to detail
• Ability to work as a team player
• Good Coordination, administrative, Analytical and problem-solving skills.