Emergency Medical Assistance – Call Handler/Agent needed at Collinson
Job title : Emergency Medical Assistance – Call Handler/Agent
Job Location : Western Cape, Cape Town
Deadline : April 21, 2024
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Main Responsibilities
- Opening all emailed cases and escalating to operations if further management required.
- Delivering an efficient and professional service for all cases following the correct procedures
- Effective maintenance and use of the call handling system.
- Verification of travel insurance policies including medical declarations, recording and escalating as necessary.
- Referring cases outside own level of authority upwards following the correct escalation process.
- Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
- Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
- Directing first calls appropriately to insurance, claims handler or operations.
- Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
- Identify the nature of the client’s problem through effective questioning and listening.
- Processing and analysing information in order to diagnose problems and asses the needs of the client.
- Where applicable, referring clients to the main Operations Team, Team Managers or Operation Managers for further support.
- Alternatively providing suitable information and direction to clients to help resolve their problem.
- Accurately maintaining the information recorded on the case handling system.
- Handling and resolving customer complaints in a manner which maximises customer satisfaction, escalating where necessary.
- Delivering the service to agreed service levels and quality standards.
- Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
- Participating in and completing any other duties as appropriate and as required.
Job Requirement (Person Spec)
- Decision maker
- Effective time manager and a person who can prioritize
- Excellent communication skills – both verbal and written
- Can do will do attitude.
- Focused behavioural style compatible to the Collinson business ethos
- Ability to take ownership of problems and resolve them
Job Requirement (Skill Set)
- Medical Assistance or Insurance experience (ideal)
- Proven experience in a Claims/Customer service role (Phone based)
- Fluency in a second European language an asset but not essential
Key Contacts
- Medical Operations Team
- Team Managers
- Cost Containment Team
- Internal and External customers
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now