Call Center Agent

Responsibilities:

Customer Service & Client Support:

• Receive and respond promptly to inbound calls from enrollees, healthcare providers, and corporate clients.
• Provide accurate information regarding health plans, benefits, provider networks, and authorization processes.
• Resolve customer complaints and enquiries professionally and efficiently.
• Escalate complex issues to the appropriate departments for timely resolution.
• Maintain a high level of customer satisfaction through exceptional service delivery.

Call Management & Follow-Up:

• Handle inbound and outbound calls in line with established service standards.
• Accurately document customer interactions using the organization's CRM or designated systems.
• Follow up on pending requests and ensure timely closure of cases.
• Conduct customer feedback calls and provide service updates when required.

Healthcare Service Coordination:

• Assist enrollees in accessing healthcare services within the provider network.
• Coordinate referrals and emergency healthcare requests where applicable.
• Liaise with healthcare providers to resolve service-related concerns and ensure seamless service delivery.

Reporting & Documentation:

• Maintain accurate records of calls, enquiries, complaints, and resolutions.
• Prepare daily activity and shift reports.
• Track unresolved issues and ensure appropriate follow-up actions are taken.

Compliance & Quality Assurance:

• Adhere strictly to company policies, customer service standards, and confidentiality requirements.
• Meet established service-level agreements (SLAs) and performance targets.
• Participate in training, coaching, and continuous improvement initiatives.

 Requirements:

• Minimum of OND, HND, or Bachelor's Degree in any discipline.
• Minimum of 1–2 years' experience in customer service, call center operations, or a related role.
• Experience within an HMO, healthcare, insurance, hospital, or customer-focused organization will be an added advantage.
• Proficiency in Microsoft Office applications and customer relationship management systems.
• Ability to work rotational shifts, including weekends and public holidays.

What We Offer:

• Health insurance coverage.
• Professional development and career growth opportunities.
• Performance-based rewards and incentives.
• Opportunity to work in a reputable and growing healthcare organization.

Location: Alausa, Lagos State
Employment Type: Full-Time
Remuneration: NGN 200,000 Gross Monthly