Call Centre Nursing Executive

Key Skills, Knowledge, Experience and Behavioral Competencies

Academic and Professional Requirements

• Education Minimum Qualification Diploma in Clinical Medicine/Nursing (KRCHN)
  
• Customer Experience training will be an added advantage.
  

Experience Required:

• Relevant experience in busy health environment 3
  
• Experience in a medical call centre management unit 1
  

• Receive and respond to Medical Emergency lines and ensure 24-hour coverage of the Call Centre.
  
• Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
  
• Issuance of both in and outpatient approvals for admissible requests for insured members.
  
• Communication to stakeholders on management of cases and financial liability through reports.
  
• Provide input for the customer service reports.
  
• Share daily/weekly and monthly reports as may be required from time to time.
  
• Participate in cost management initiatives/strategies that have been put in place by the business.
  
• Handle customer service issues and queries in a timely manner.
  
• Escalate Customer queries to the relevant job role if necessary.
  
• Maintain professional ambience within the office premises.
  
• Promote the organization’s customer service charter.