Clinical Call Centre Agent HBM at AfroCentric Group

Job description

About the Role

We are looking for a Clinical Call Centre Agent with strictly Allied Healthcare professional experience. The candidate must resolve medical aid queries of members and other stakeholders through a call centre environment.

Who we are looking for:

Type of person:

The candidate must be articulate, be able to multitask, be assertive, be able to drive influence, have a sense of urgency, must be able to deliver results and must be able to effectively pay attention to detail.

Skills:

• Conflict Management
• Demonstrates Creativity
• Demonstrates Customer Focus
• Computer Technology Skills
• Attention to Accuracy and Detail
• Customer Focus
• Numerical Ability
• Relevant systems knowledge and application
• Knowledge and application of relevant legislation
• Financial Skills
• Attention to Accuracy and Detail
• Problem Solving
• Customer Focus

Experience:

1  2 years call centre experience, preferably in the medical industry

Qualifications:

• Matric, Call Centre, Customer Services certificate /qualification advantageous
• Allied Healthcare Professionals

What you will do:

• Client service delivery and quality:
• Follow procedures and cooperate with peers and leader for best possible service delivery
• Compliance and Risk Management:
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
• Financial Management:
• Contribute to cost savings within the department to assist with financial goals and targets
• Operating Model:
• Handle telephone queries within standards and service level agreements
• Correctly route all escalated calls to correct departments
• Professionally handle automated authorisations
• Accurately capture data
• Professionally handle all client communications
• Assist in other departments when the need arise
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
• Operational Implementation of Strategy:
• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
• Operational Leadership:
• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Medscheme values
• Stakeholder Management:
• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buying

Closing date for applications: Wednesday 30 August 2017.