Senior Reliance Care Associate (Team Lead, Email Channel) at Reliance Health

Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Senior Reliance Care Associate (Team Lead, Email Channel)

Location: Lagos
Employment Type: Full time
Department: Customer Success

Job Description

• We are currently seeking a highly motivated and experienced Senior Reliance Care Associate to join our team. You will play a key role in driving our customer success efforts, ensuring the success and growth of our organization.
• In this role, you will be responsible for leading and managing a team of Reliance Care Officers (Customer Service officers) to drive effective & high quality of customer support.
• Our ideal candidate will have a proven track record in customer service and management, with a deep understanding of the hospital and healthcare industry.

Responsibilities

• Provide effective leadership and guidance to a team of Reliance Care Officers within the email channel, motivating them to achieve performance targets.
• Support team members to respond to requests, enquiries and complaints from clients and prospective clients while maintaining a positive attitude via dedicated communication channel.
• Track individual and team performance, providing feedback and coaching to enhance customer service quality.
• Identify opportunities for process improvement and collaborate with other departments to implement changes that optimize customer service operations.
• Address complex customer issues and inquiries, demonstrating an in-depth knowledge of health insurance processes.
• Assist in the training and development of team members, ensuring that they are well-versed in health insurance policies and procedures.
• Generate regular performance reports, analysing trends and recommending corrective actions as necessary.

Requirements

• Bachelor's Degree in a relevant field. A background in healthcare or medicine (e.g. pharmaceutical, medical science) is a plus.
• 2 years of experience in a leadership or supervisory role in customer service (preferably email channel).
• Health insurance experience with a strong knowledge of health insurance processes, including claims, pre-authorization, and enrolment procedures.
• Excellent communication and interpersonal skills.
• Proven ability to analyse data and trends to make informed decisions.
• Familiarity with Lean Six Sigma methodologies is an advantage.
• Strong problem-solving skills and adaptability in a fast-paced environment.

Benefits

• Work alongside & learn from best-in-class talent
• Join a market leader within the Insurance space
• Attractive Salary & benefits
• Unlimited leave days
• Fantastic work culture
• Work and learn from some of the best in the industry
• Great work-life balance.

Application Closing Date
Not Specified.