Job ResponsibilityThe Role:
We are currently seeking experienced Contact Centre Agents for our established call centre located in Johor Bahru. In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in in a timely manner.
Responsibilities :
o First point of contact and support to customers. Handle Medinet and appointment hotlines.
o Provide quality customer service to customers over the phone or email
o Resolve customer's enquiries efficiently and escalate problems/issues promptly
o Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with customers.
o Verifies the referral and authorization requirements of the patients' insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows
o Update CRM logs promptly, accurately and efficiently
o Record necessary details for member that calls to obtain LOG after normal office hours / Escalate these case to morning Agent to perform follow up
o Issuance of Emergency LOG when required
o Preparation of reports where required
o Work as a team and ensure contact centre's service indicators are met
o Any other tasks as assigned by Contact Centre Team Leader and Head of Department
Requirements :
o At least 1 Year(s) of working experience in a call centre environment is required for this position.
o Candidates with prior experience with healthcare insurance provider will be an added advantage
o Proficient in Microsoft Office Applications
o Possess good interpersonal and communication skills
o Ability to work under pressure
o Passion for customer service and a good team player
o Meticulous, committed and responsible
o Able to work staggered shift (Day and night shift)
o Able to work during weekends and Public Holidays
Interested candidates, please email us your full resume, stating current and expected salaries.
Job RequirementsJob Benifits
