Job Description
PURPOSE:
To provide general customer service in respect to medical business customers.
PRIMARY RESPONSIBILITIES:
• Receive and respond to Medical emergency lines and ensure 24 hour coverage.
• 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.
• Handle customer service issues and queries.
• Escalate Customer queries to the relevant job role if necessary.
• Maintain professional ambience within the office premises.
• Promote the organization’s customer service charter.
Key Skills, Knowledge, Experience and Behavioral Competencies
These are defined as;
Proficiency Level Description
Essential E
Desirable D
Academic and Professional Requirements
Particulars Detail Specific Field or Qualification Need
Type
Education Bachelor’s Degree Bachelor’s Degree In Nursing (KRCHN),Clinical Medicine (B.Sc.) E
Computer literate in MS Office and other office applications E
Customer Experience training will be an added advantage. D
Experience Required:
Description Required years of experience Need Type
Relevant experience in busy health environment 3 E
Experience in a medical call centre management unit 1 D
Behavioural Competencies
These are defined as:
Proficiency Level Proficiency Definitions
Level 1
Aware (A)
· Applies the competency in the simplest situations.
· Requires close and extensive guidance.
Core Competencies Proficiency Required
1. Customer Focus A
2. Business Acumen A
3. Driving Innovation A
4. Driving Business Performance A
5. Negotiation and Influence A
6. Effective Communication A
Leadership Competency Proficiency Required
1. Planning and organizing A
2. Accountability A
3. Quality Decision Making A
4. Building Parternships A
5. Continuous Learning A
6. Emotional Intelligence A
7. Conflict Management A
Special Position Requirements ( Optional section: any travel, security, hazard or related special conditions which apply to the position)
· The role holder may be required to travel to distant branches or wherever the Company has any interest.
· Role holder may be required to work extended working hours to ensure jobs are completed on schedule and to specification.