Customer Services Executive – Healthcare
Job Description
<p>Job purpose:</p><p>To ensure healthcare providers and GIG’ valued members are dealt with effectively and efficiently across touchpoint and access channels. We are looking for a Customer Center executive who combines excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. He/she should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that he/she displays exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.</p><p><br></p><p>This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups – individual, corporate and intermediaries.</p><p><br></p><p>You will be a Customer Service Champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.</p><p><br></p><p>Key Responsibilities</p><p><br></p><p>This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups – individual, corporate and intermediaries.</p><p><br></p><p>You will be a Customer Service Champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.</p><p><br></p><p><br></p><p>Operational & technical responsibilities</p><ul><li>Provide extraordinary service to our customers via phone, email, and other access channels</li><li>Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution</li><li>Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact</li><li>Achieving all targets for contact handling, turnaround times, quality, productivity, and many others as established by the management</li><li>Being a role model for the team demonstrating outstanding personal behaviors and performance</li><li>Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and contributing to focus groups</li><li>Handling patients, referral sources, and administrative department inquires</li><li>Receiving and responding to telephone and written inquiries relating to healthcare policy benefits and claims from either private or corporate clients/policyholders.</li><li>Communicating with insurance companies and prior authorization requests</li><li>Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty</li></ul>
