Call Centre Agent at Prepaid Medicare Services Limited

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
• Knowledge of call centre telephony and technology
• Relevant product knowledge

APPLY HERE


Application Deadline: 29th October, 2013