Clinical Call Centre Agent - Cape Town, South Africa - Palesa Mbali Group

Palesa Mbali Group

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

To provide professional customer service to the client's members and brokers by ensuring that all call centre queries are handled to always set performance standards and ensuring prompt resolution of clinical queries within the Non-Clinical Authorisations queue.

Key Activities

Contribute to cost savings within the department to assist with financial goals and targets
Capture accurate preauthorisation data on the system
Correctly escalate complex clinical call
Meet delivery objectives through working with other team members within and linked to the department / project
Resolve operational performance variations and problems and escalate unresolved issues to higher levels
Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Provide a support function to the Non-Clinical Authorisation team, including:
Clinical point of view, during a call with a member
Explaining disclaimers to members
Validating authorisation requests
Checking all system validations to ensure an autoapproval
UMS access to intervene on certain cases
Use certain documents to evaluate the nonclinical agent's cases loaded and report on the validations not loaded correctly to increase the autoapproval

Skills

Adobe Creative Suite
Data modelling and evaluation
Attention to Accuracy and Detail
Ability to negotiate and influence
Problem solving and decision making skills
Customer Focus
Task Management
Computer Technology Skills
Communication Skills
Business Writing Skills
Numerical Ability

Experience and Qualifications

3 years clinical call centre experience in the medical aid industry. A formal nursing qualification and registration/enrolment with SANC or a formal healthcare professional qualification (Registered Nurse).

Company Description - A formidable company that aims to deliver exceptional services.