The primary purpose of this role is to provide essential general customer service specifically tailored for medical business customers. This contract role requires a dedicated professional to manage medical emergency communications, handle customer queries, and process critical approvals for insured members, thereby contributing to efficient case management and effective stakeholder communication.
Primary Responsibilities
- Receive and respond to Medical Emergency lines and ensure 24-hour coverage of the Call Centre.
- Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
- Issuance of both in and outpatient approvals for admissible requests for insured members.
- Communication to stakeholders on management of cases and financial liability through reports.
- Provide input for the customer service reports.
- Share daily/weekly and monthly reports as may be required from time to time.
- Participate in cost management initiatives/strategies that have been put in place by the business.
- Handle customer service issues and queries in a timely manner.
- Escalate Customer queries to the relevant job role if necessary.
- Maintain professional ambience within the office premises.
- Promote the organization’s customer service charter.
Qualifications and Experience
Academic and Professional Requirements
- Minimum Qualification: Diploma in Clinical Medicine/Nursing (KRCHN).
- Customer Experience training will be an added advantage.
Experience Required
- 3 years of relevant experience in a busy health environment.
- 1 year of experience in a medical call centre management unit.
