Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Roles and Responsibilities:

• Support customer inquiries through both inbound and outbound calls and emails, ensuring each customer has an exceptional experience whether it’s the first concern of the day or the last.
• Pre-authorize or decline treatment in line with organization policy coverage, responding with empathy at all times.
• Accurately maintain our customer database, ensuring all conversations and outcomes are recorded.
• Maintain high professional standards at all times and abide by all regulatory requirements
• Ensure data and information accuracy.
• Adhere to regulations implemented by both the organization and the project governance including its regulators.
• Participate and complete all mandatory eLearning courses and modules instigated by both the organization and the project. 

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Skills Required:

• Excellent verbal and written communication skilled with neutral accent.
• Good interpersonal and people handling skills with good problem-solving approach and solutions.
• Works independently, dependable with attention to details.
• Able to work with multiple systems.
• Excellent customer service skills.
• Expert knowledge of Member Services process in the healthcare industry
• Knowledge of client and end user requirement. 

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Deliver