Care Center Agent

Job description / Role

Job Overview

To handle by phone customer's inquiries following standard scripts and procedures. To ensure calls are answered within predetermined time scales and benchmarks and are dealt with properly.

To correspond with Care Center Supervisors, Assistant Precertification Manager and Care Center/Precertification Department Managers accordingly.

To provide a high quality service by assisting and informing clients/medical providers about the authorization status/response.

Key Responsibilities/ what you do

- Build a customer oriented focus in the Care Center by providing quality actions and resolutions to their concerns and queries.
- Follow communication/update expectations with clients, in accordance with the NEXtCARE policies, scheme or agreed time frames set.
- Answer inbound calls within predetermined time scales and benchmarks
- Make sure that clients are handled with no delay but with efficiency
- Assure clients satisfaction and quality of calls, provide sympathetic support and advice as appropriate.
- Provide personalized customer service of the highest level.
- Provide a high quality service, assist and inform clients/medical providers about the authorization status.
- Provide information concerning beneficiary's product i.e. card eligibility, eligible network.
- Build customer's interest in the services and products offered by the company.
- Manage and resolve customer's issues.
- Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, as well as liaising with other departments.
- Analyze the various parts of a problem properly and develop logical solutions.
- In charge of reporting in writing to the Care Center Manager/ Precertification Manager/Assistant Precertification Manager regarding complaints received by the care center department and relating to a specific communication and/or authorization process.
- Perform special assignments and/or duties as directed by the Care Center Manager.

- Education: Relevant University Degree
- Experience:1 - 2 years' experience in a Call Centre/ Customer services environment, TPA, Hospitals or Medical Centers exposure is a plus.
- Physically fit to carry out duties
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills

What we offer/benefits

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance

About the Company

With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!