Job Description:

About the Job

The Health Contact Centre Officer ensures the provision of consistently high-quality Customer experience through quality service interactions by the Contact Centre team, in compliance with overall Service strategy and standards, while ensuring full accessibility and availability of the Customer Experience Centre to Customers.

Responsibilities

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.
Handle customer queries, complaints, and instructions received through call and email communication 24/7.
Interact with clients, intermediaries, and service providers to ensure care is given within policy guidelines.
Adhere to admission and discharge protocol (e.g., claim reserve, initial authorized cost, cover benefits, and duration).
Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, and verifying information, as well as liaise with underwriters on the scope of cover for various schemes benefits.
Prepare periodic care reports for management on medical matters/issues.
Maintain and improve quality results by adhering to standards and Customer Experience guidelines, recommending improved procedures with a QA score target of 90%, NPS +30, CSAT 90%, and Customer Effort 90%.
Ensure clients’ outpatient approvals are issued via email as per SLA.
Maintain communication equipment by logging in 90% of interactions through CRM for traceability/visibility.
Perform any other duties as may be assigned from time to time.

Requirements

University degree in a social science or business related field.
At least 2-3 years’ experience in a contact center.