Call Center Nurse at a Health Maintenance Organization - Sigma Consulting Group

Sigma Consulting Group - Our client, a Health Maintenance Organization (HMO) in Nigeria, is currently recruiting suitably qualified candidates to fill the position below:

Job Title: Call Center Nurse

Location: Lagos
Job Type: Full Time

Summary

• The ideal Candidate would answer and or/initiate customer calls, respond to customer needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution
• Modelling effective communication skills, the call centre agents must be knowledgeable about the products and services of HMO companies.

Responsibilities

• Function as an information source through telephonic assistance to members, providers billing agencies, and various company/department staff.
• Conduct member outreach calls as assigned to proactively educate members on services available (Welcome Calls).
• Process complaints, following established guidelines.
• Maintain knowledge of National guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
• Answer calls professionally and respond to customer inquiries
• Identify and escalate priority issues
• Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
• Interact with provider community and various departments to resolve issues involving the membership and credentialing status.
• Explain benefits, eligibility status, enrolment processing procedures and status of authorizations and referrals to callers.

Requirements

• Must be a certified Nurse with 2 to 3 years of experience
• Good communication / presentation skills (both oral and written)
• Ability to communicate effectively in both oral and written English language
• Must be a team player, able to build and maintain effective and collaborative sales and marketing network
• Must be able to take responsibility and demonstrate high level of integrity in dealing with all stakeholders
• Knowledge of the operations of the National Health Insurance Scheme (NHIS) and Health Maintenance Organization will be an added advantage
• Excellent customer relationship skills.

Required Skills:

• Good Typing Skills
• Attention to detail
• Professional development through participation in continuing education and professional Organizations.
• Ability to analyze Information promptly.
• Exceptional customer services skills.
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Relevant product knowledge.
• Must also be good in Coordination, Listening, Scheduling and Teamwork
• Must possess good administrative skills
• Superior problem-solving skills.

Application Closing Date
4th September, 2020.