Total Health Trust Limited (THT) - We are Nigeria’s leading Health Maintenance Organization (HMO)

POSITION : Call Centre Agent

Description

• Receive calls from members or employer groups, providers and prospective clients
• Receive calls from providers and have first call resolution on pre-authorization queries for limited and straight forward cases or route the query to the correct department for call resolution
• Receive Employer group calls and to resolve queries relating to the specific group or members within the group and route the query to the correct department for call resolution in the more complex cases
• Receive and resolve all member related calls and to ensure that all complaints and queries are resolved on first call resolution or escalate the query for resolution
• Receive calls from prospective clients and re-route the calls to the Sales and Distribution department ensuring that het prospective clients receive the best service
• Log enquiries for all calls relating to registered providers, Clients and members
• Follow up on specific cases as distributed by the manager to ensure a value added service offering
• Adhere to and live the organizational values

Requirements

• Must be a registered Nurse, Midwife or possess B.Sc. Nursing with valid license.
• Must have a minimum of Credit or Second Class Upper Division and additional medical qualification will be an added advantage
• Must have minimum of 1 year clinical experience and experience in similar role in a Health Maintenance Organization (HMO) will be an added advantage
• Must have advanced knowledge of NHIS regulatory guidelines, Medical Global Best Practices, Health Insurance, Products and Processes, and Scheme Rules
• Organizational, communication (verbal and written), listening skills and attention to detail.
• Must be very proficient in Microsoft office packages
• Organizational and planning capabilities
• Innovative and quick thinking capabilities
• Innovativeness
• Adaptive
• Decision Making skills
• Integrity
• Work under pressure
• Adaptive, expertise, Result-Oriented, Relationship Skill
• Working with people
• Good collaborator/Team player