Job Summary
To guide customers with their questions and addresses issues regarding products or services at the 24-hour contact centre, which includes but not limited to:
Job Description
- Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs.
- Critically analyze requests and issue approvals for both OP and IP cases.
- Escalate All complaints/feedback triggered via calls to respective departments or to the line manager for further action.
- Advise and guide prospective customers’ inquiries about FA medical products and services.
- Respond to the insured customers about benefits inquiries.
- Guide the insured Members about their benefits management, advise about the appropriate service providers and other related member benefit matters.
- Negotiate costs with service providers for sustainable costs containment.
- Preform outbound calls and follow ups about the post hospitalized members.
- Handle any other official tasks assigned by the line manager.
Education Qualifications & Experience
- Bachelor’s degree or Diploma in nursing or clinical Medicine and Surgery
- Insurance Professional qualification
- Minimum of 1 – 2 years’ experience in a similar role in the insurance industry.
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
