The Health Contact Center Officer ensures the provision of consistently high-quality Customer experience through quality service interactions by the Contact Centre team. This role is responsible for compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Customer Experience Centre to Customers. There are two (2) posts available for this role.
Key Responsibilities
Operational Efficiency: Drive progress towards the goal to reduce operational costs and increase total number of customers via retention by answering calls in a professional and informative manner.
Query Management: Handle customer queries, complaints, and instructions received through call and email communication 24/7.
Care Management: Interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines.
Protocols: Adherence to admission and discharge protocol including claim reserves, initial authorised cost, cover benefits, and duration.
Information Verification: Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, verifying information, and liaising with underwriters on the scope of cover for various scheme benefits.
Reporting: Prepare periodic care reports for management on medical matters and issues.
Quality Assurance: Maintain and improve quality results by adhering to standards and Customer Experience guidelines (Target: QA score 90%, NPS +30, CSAT 90%, Customer Effort 90%).
Approvals: Ensure clients' outpatient approvals are issued via email as per Service Level Agreements (SLA).
System Maintenance: Maintain communication equipment by logging 90% of interactions through the CRM for traceability and visibility.
General Duties: Perform any other duties as may be assigned from time to time.
Requirements and Qualifications
Education: University degree in a social science or business-related field.
Certification: BA/BSc/HND qualification.
Experience: At least 2-3 years’ experience in a professional contact center environment.
Interested and qualified candidates should apply online through the Britam career portal at britam.taleo.net. You can also apply directly via this link which redirects to the official portal.
