Prepaid Medicare Services Limited, a leading Health Maintenance Organisation (HMO) and a major player in the Nigeria Health Insurance Industry with Head Office in Abuja seeks to fill the under-listed position with competent, experienced and dedicated individuals
We are recruiting to fill the positions of:
Job Title: Call Centre Agent Job Ref: CCA-ABJ-10-13
Job Location: Abuja
Responsibilities
To 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.
Modelling effective communication skills, call centre agents must be knowledgeable about the products arid services of Prepaid Medicare Services Ltd HMO.
Function as an information source through telephonic assistance to members, providers, billing agencies, and various company/department staff.
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, enrollment processing procedures and status of authorizations arid referrals to callers.
Conduct member outreach calls as assigned to pro-actively 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.
Identify and escalate priority issues
Requirements
Minimum of an OND in any of the Sciences, Marketing, Insurance or any other relevant field
HMO Experience is an added advantage
Knowledge of the operations of the National Health Insurance Scheme (NHIS) will be an added advantage
Excellent customer relationship skills
Good communication/presentation skills (both oral and written)
Ability to communicate effectively in both oral and written English language
Must be a team player, able to build arid maintain effective and collaborative sales and marketing network.
Must be able to take responsibility arid demonstrate high level of integrity in dealing with all stakeholders
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required.
Good Typing Skills
Attention to details
Professional development through participation in continuing education and professional organisations
Good verbal and written communications skills
Conversant with the HMO processes and Maintenance
Must also be good in coordination, listening, scheduling and teamwork
Must possess good administrative skills
Superior problem solving skills
Ability to explain detailed instructions articulately and clearly
Ability to analyse information promptly
Exceptional customer services skills
Proficient in relevant computer applications
Knowledge of customer service principles and practices
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