Care Centre Agent
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Key skills for this role
About the Role
Allianz Partners seeks a Care Centre Junior Agent to handle inbound calls, assist customers with inquiries about products and services, and provide high-quality customer service. The role requires a bachelor's degree, 2+ years of call center experience, and a medical background is preferred.
Key Skills for This Role
Responsibilities
- Build a customer oriented focus by providing quality actions and resolutions to concerns and queries
- Follow communication/update expectations with clients in accordance with Nextcare policies
- Answer inbound calls and assist customers/providers with specific inquiries
- Make outbound calls for follow up cases, additional medical reports, second medical opinion, complaints, etc.
- Build customer interest in services and products offered by the company
- Provide personalized customer service of the highest level
- Update the existing database with changes and status of each existing/prospective customer/member
- Document details of telephone conversation and actions taken
- Correspond with Care Centre Team Leader and Assistant Manager and keep an open channel of communication
- Maintain records and close loop each call by completing clerical duties, liaising with other departments
- Analyze problems properly and develop logical solutions within permitted scope
- Efficiently adjudicate pre approval claims that exceed standard TAT to ensure timely resolution
Requirements
- Bachelor's Degree; Medical background preferred
- 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus
- Physically fit to carry out duties
- Legally permitted to work in the country of operations
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
Full Job Posting
Job Summary
- The main duty of a Care Centre Junior Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures.
- The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service.
- The CCA will also document details of telephone conversation and actions taken, in order to make further follow ups and corrective action as required.
Key Responsibilities
- Builds a customer oriented focus in the Care Centre by providing quality actions and resolutions to their concerns and queries.
- Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
- Answers inbound calls as well as assist customers/providers who have specific inquiries.
- Outbound calls for follow up cases, additional medical reports, second medical opinion, complaints. Etc.
- Builds customer’s interest in the services and products offered by the company.
- Provides personalized customer service of the highest level.
- Updates the existing database with changes and the status of each existing/prospective customer/member.
- Documents details of telephone conversation and actions taken.
- Corresponds with Care Centre – Team Leader and Care Centre – Assistant Manager and keep an open channel of communication.
- Maintains records and close loop each call by completing the clerical duties, as well as liaising with other departments.
- Analyzes the various parts of a problem properly and develop logical solutions within the permitted scope of work.
- Efficiently adjudicate pre approval claims that exceed the standard Turnaround Time (TAT) to ensure timely resolution.
Key Requirements
- Bachelors Degree ; Medical background preferred.
- 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus .
- Physically fit to carry out duties.
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
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