Medical Contact Centre Assistant Job Britam

Job purpose:

The role holder will be responsible for answering calls in a professional and informative manner and CRM case logging as necessary. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department.

Key Responsibilities:

• Handling customer queries, complaints, instructions received through call and email communication.

• Interact with clients, intermediaries and service providers to ensure that the care is given within policy guidelines.

• Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits and duration.

• Respond to queries from clients, intermediaries and service providers through answering telephone calls, interviewing clients and verifying information. Liaise with underwriters on scope of cover for the various schemes benefits.

• Ensure that medical scheme members are attended to round the clock.

• Prepare periodic care reports for management on medical matters/ issues.

• Maintains and improves quality results by adhering to standards and guidelines while recommending improved procedures with a QA score target.

• Ensure clients outpatient approvals are issued via email as per SLA.

• Facilitate admissions and discharges appropriately.

• Maintains communication equipment by logging in interactions through CRM for traceability / visibility.

• Maintain and monitor telephone budget allocation to ensure lines are diverting to E1 lines.

• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:

• As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Degree/ Diploma in Nursing or related medical field.

• 3 – 5 years in a similar role.

• Knowledge of insurance regulatory requirements.

• Knowledge of Britam products and services.

How to Apply

Click here