Call Center Nurse Vacancy at a Health Maintenance Organization – Sigma Consulting Group

Sigma Consulting Group – Our client, a Health Maintenance Organization (HMO) in Nigeria, is currently recruiting suitably qualified candidates to fill the position below:

Job Title: Call Center Nurse

Location: Lagos

Job Type: Full Time

Summary

The ideal Candidate would answer and or/initiate customer calls, respond to customer needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution
Modelling effective communication skills, the call centre agents must be knowledgeable about the products and services of HMO companies.

Responsibilities

Function as an information source through telephonic assistance to members, providers billing agencies, and various company/department staff.
Conduct member outreach calls as assigned to proactively educate members on services available (Welcome Calls).
Process complaints, following established guidelines.
Maintain knowledge of National guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
Answer calls professionally and respond to customer inquiries
Identify and escalate priority issues
Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
Interact with provider community and various departments to resolve issues involving the membership and credentialing status.
Explain benefits, eligibility status, enrolment processing procedures and status of authorizations and referrals to callers.

Requirements

Must be a certified Nurse with 2 to 3 years of experience
Good communication / presentation skills (both oral and written)
Ability to communicate effectively in both oral and written English language
Must be a team player, able to build and maintain effective and collaborative sales and marketing network
Must be able to take responsibility and demonstrate high level of integrity in dealing with all stakeholders
Knowledge of the operations of the National Health Insurance Scheme (NHIS) and Health Maintenance Organization will be an added advantage
Excellent customer relationship skills.

Required Skills:

Good Typing Skills
Attention to detail
Professional development through participation in continuing education and professional Organizations.
Ability to analyze Information promptly.
Exceptional customer services skills.
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Knowledge of call centre telephony and technology
Relevant product knowledge.
Must also be good in Coordination, Listening, Scheduling and Teamwork
Must possess good administrative skills
Superior problem-solving skills.