Medical Call Center Officer

Job Purpose

Officer in the customer service call centre role is to provide exceptional customer service support to customers and / or insured members. Will handle high volume of incoming calls, chats and emails inquiries, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Assist in department activities and tasks as and when requested. Call Centre is a 24 / 7 operation, so rotational shifts will apply, including night shift.

You will also be required to support with pre-approvals, claims adjudication and customer service. Key Performance Indicators : Our KPIs provides insights into the efficiency, effectiveness, and overall customer satisfaction of the customer service officer / representatives in their role, but not limited to the below and will be as per business and department strategy and direction.

• Customer Satisfaction (CSAT) score
• First contact resolution (FCR) rate
• Average handling time (AHT)
• Abandoned rate
• Quality Assurance (QA) Score
• Escalation rate
• Knowledge (usage system and tools to resolve customers and / or members inquiries and issues)
• Occupancy
• Status : Log-in time, talk time, Hold time, After work time)
• Call / Chat Transfer rate Key Accountabilities Customer Interaction :
• Handle incoming / inbound customer and / or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.
• Carry out outbound calls to customers / Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign.
• Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and / or resolution.
• Follow established procedures and guidelines for issue resolution.
• Ensure accurate information wrap up / after call work log after each interaction. Product Knowledge :
• Develop and maintain a comprehensive understanding of the organisation’s products or services, including features, table of benefits, terms and conditions…etc.
• Stay up to date with customer servicing updates, company applications to provide accurate and relevant information to customers and / or insured members. Team Collaboration :
• Assist with tasks and activities as and when request by department leads and / or management.

Contribute to a positive and collaborative team environment, fostering culture and continuous improvement. Customer Satisfaction and Quality Assurance :

Requirements

Qualifications, Experience & Skills Minimum Qualifications :