• Application Deadline: Fri, 22 Nov 2024 00:00:00 GMT
• Position: Call Center Executive



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Duties/ Responsibilities/ Accountabilities:

• Receive calls from OHML Clients, Providers and Staff


• Receives calls from OHML enrollees and prospects


• Manages OHML contact E-mail


• Manages Call Centre correspondence.


• Responds to clients within approved timeline


• Responds appropriately to situations in accordance with standard care metrics


• Give pre-authorization to care


• Send daily authorization report to regional managers and medical managers 


• Understand the use of IT application for customer care correspondence (CC Metrics)


• Use the CC Metrics optimally


• Escalates for update of provider directory and hospital details when received from providers


• Escalates information received to appropriate office at OHML


• Escalates complaint received to appropriate office at OHML


• Sends capitation list to providers monthly


• Calls providers to ascertain receipt of the list of enrollees


• Calls providers whenever assigned by the HOD for various communiques


• Ensure zero denial of care when informed of access request at provider facility


• Authorizes care at provider facility


• Handles referral on provider or enrollee request


• Emergency handling protocol and escalation


• Inform call-in OR e-mail clients of OHML plans 


• Educate requesting call-in clients on OHML products


• Manages complaints at first contact and give feedback within stipulated time 


• Co-manage care escalated from providers and clients till resolution


• Manages provider grievance emanating from OHML operations 


• Coordinates the central pre-authorization system


• Coordinates the use and mastery of call center applications


• Organizes the Call Centre for optimal efficiency 


• Ensure 24/7 coverage and zero shut down of the call centre operations 


• Improve turn-around time for pre-authorization issuance


• Provision of PA report to relevant offices on a regular basis 


• Submission of weekly CC Metrics report to Head of Medical Operations


• Submit Incident report weekly to Head of Medical Operations


• Any other task as assigned by HOD

Qualifications

• Bsc, BA.


• Minimum of 2-3 years' experience in call center with HMO organizations is essential.


• Excellent verbal and written communication skills


• Customer Care 


• Nursing background is a plus.


• Salary Package


• Very Attractive and Negotiable