Care center officer

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.
* Main Tasks :
* Closely coordinate with payers, providers and members by providing quality actions and resolutions to their concerns and queries.
* Proactively handle complaints at the earliest.
* Answer inbound emails as well as assist customers who have specific inquiries.
* Build customer's interest in the services and products offered by the company.
* Provide personalized customer service of the highest level.
* Update the existing database with changes and the status of each existing / prospective customer / member.
* Document details of all conversation and actions taken.
* Correspond with Care Centre Management and keep an open channel of communication.
* Maintain records and close-loop each call by completing the clerical duties, which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments.
* Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
* Behavioral Requirments :
* Strong negotiation, communication, attention to detail, time management skills.
* Sound knowledge of telephone and email etiquette.
* Ability to work independently and maintain focus under pressure.
* Ability to meet tight deadlines.
* Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
* Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.
* Ability to follow instructions diligently.
* Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.
* Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
* Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
* Dependability in taking responsibility for actions taken.
* Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.

• Minimium Requirments :


• Bachelor's Degree in medical or paramedical stream is mandatory.


• Minimum of ‎2 years' experience in a call center, customer service or claims management environment from TPA or health insurance industry.


• Legally permitted to work in the country of operations.


• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills


• Proven time management skills.


• Excellent customer service and support skills.


• Excellent English language skills

Job Level:
Professional
Location:
EG
Available until:
‎15/‎05/‎2023
Area of Expertise:
Customer Services & Claims
Unit:
Allianz Partners
Employing Entity:
Nextcare Egypt
Job Type:
Full-Time
Remote Job:
Hybrid working
Employment Type:
Permanent
ID:
‎25054