To pick all calls directed to the medical call center and assign them to the relevant people; and handle client complaints and queries in order to improve the efficiency of the care team.
The role will provide support for Medical Business by;
Pick all the calls directed to the, Medical call centre both main and back-up
line and handle the clients to their satisfaction.
Respond to potential/existing customer inquiries by providing and/or
clarifying with the desired information.
Inform clients and service providers by explaining procedures and answering questions through inbound calls.
Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
Complaints management by proper escalation of client and service provider queries.
Follow up for end to end resolution on all issues raised by both clients and providers.
Ensure strict process compliance in line with the business lines objective.
Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
Pick insights from clients and provider feedback on product and process improvement, and report them to the relevant people in a timely manner.
Generate reports on the various engagements and feedback collected.
Experience and Qualifications
Bachelor’s Degree in Business Administration or related courses
Minimum 2 years’ experience in a Health related Call center