Medical Call Center Officer

SSC Egypt

You will also be required to support with pre-approvals, claims adjudication and customer service.

Key Accountabilities

Customer Interaction:

• Handle incoming/inbound customer and/or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.
• Carry out outbound calls to customers/Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign.
• Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and/or resolution.
• Follow established procedures and guidelines for issue resolution.
• Ensure accurate information wrap up/after call work log after each interaction.

Product Knowledge:

• Develop and maintain a comprehensive understanding of the organisation s products or services, including features, table of benefits, terms and conditions etc.
• Stay up to date with customer servicing updates, company applications to provide accurate and relevant information to customers and/or insured members.

Team Collaboration:

• Assist with tasks and activities as and when request by department leads and /or management.
• Contribute to a positive and collaborative team environment, fostering culture and continuous improvement.

Customer Satisfaction and Quality Assurance:

• Deliver exceptional customer service and a positive customer experience whilst meeting all SLA s/KPI s

Process Improvement:

• Follow the company and department policies & procedures and ensure code of conduct is always applied.

Adaptability and Resilience:

• Adapt to changing circumstances, customer demands, and business requirements, while maintaining composure and professionalism in challenging situations
• Demonstrates resilience in handling difficult customers or high-pressure situations.

Communication & Working Relationships

Internal

• Coordinate with department team members and other operation departments.

External

• Respond and interact with customers and/or insured members in a timely and professional manner.