Contact Center Agent - Medical

Job description

We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.

The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer

 

JOB OVERVIEW:
 .    The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact Centre Agent will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.

 

KEY RESPONSIBILITIES/what you do:

 .    Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.
 .    Responding to queries regarding cover, claims, hospitalization, complaints
 .    Commit to the department`s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS. case
 .    Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual s.
 .    Develop extensive and sound product knowledge to provide timely and accurate information to our clients.
 .    Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention.

 

Customer & Market Excellence: 
Strive for excellence at every touch point with the customer
Foster state-of-art  technical/operational knowledge and strive for continuous simplification
Be the benchmark
Collaborative Leadership:
Empower the team and provide purpose and direction
Develop people, provide  feedback and care to employee wellbeing
Collaborate and exchange best practice.
Entrepreneurship:
Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
Take ownership and responsibility
Embrace innovation and a culture that allows to make decisions without fear of retribution.
Trust:
Act with integrity, honor commitments, tell the truth
Foster diversity and inclusiveness
Act transparently and promote corporate social responsibility.

 

REQUIREMENTS/ what you bring:
Medical background is a must.
0 - 3 years of experience.
Experience in a customer facing role is beneficial.
Previous experience in Call Centre environment would be beneficial.
Experience working in pressurized environment with tight deadlines.
Strong Knowledge of Microsoft Office (Excel, Word)
High level of fluency in English is a must.
Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.