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Vacancy
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Job Description
Roles & Responsibilities
In this role, you will:
- Lead and manage a team of customer service coordinators, ensuring high performance and professional development. Provide training and coaching to customer-facing staff on medical insurance product knowledge, systems, and service excellence.
- Handle escalated and complex customer inquiries related to medical insurance coverage, claims processing, policy information, pre-approvals, and provider network.
- Analyse customer feedback and service metrics to identify trends, pain points, and opportunities for improvement. Develop and implement strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and first contact resolution.
- Collaborate cross-functionally with Claims, Pre-approvals, and Medical Governance teams to resolve customer issues and improve service delivery.
- Ensure compliance with industry regulations, data privacy standards, and company policies.
- Participate in the design and optimisation of customer support workflows, tools, and communication templates.
- Produce regular reports and dashboards to present customer experience insights and team performance to senior leadership.
Desired Candidate Profile
Degree in healthcare administration, human resources or a healthcare field such as nursing, physician or physician assistant.
Experience in a customer service or support role with at least 2 years of experience in a supervisory or mid-management level role.
Proven background in medical or health insurance, including claims, pre-approvals, and policy servicing.
You'll have an edge if you have:
Strong knowledge of healthcare terminology, insurance regulations, and third-party administrator (TPA) processes.
Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.
Department / Functional Area
Keywords
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