Compensation is highly competitive and commensurate with industry standards.
Job Summary
A well-established HMO company based in Alaska, Lagos, is currently recruiting a proactive, customer-centric, and highly professional Call Center Agent to strengthen its Client Service team. The successful applicant will be tasked with managing both inbound and outbound customer communications, addressing inquiries, coordinating healthcare service requests, and delivering an outstanding customer experience to enrollees, healthcare providers, and corporate clients.
This position demands professionals capable of thriving in a dynamic, high-speed setting while accommodating flexible scheduling that may include weekends and public holidays as needed.
Oversee the primary duties of the role, which include managing daily operations to ensure alignment with organizational objectives, coordinating team efforts to meet project deadlines, and maintaining high standards of quality and efficiency in all deliverables. Additionally, the position requires fostering collaboration across departments to streamline processes, analyzing performance metrics to identify areas for improvement, and implementing strategic solutions to enhance productivity. The role demands strong leadership to guide teams through challenges, adaptability to changing priorities, and meticulous attention to detail in monitoring progress and reporting outcomes.
Dedicated to ensuring exceptional client experiences, the Customer Service & Client Support role focuses on addressing inquiries, resolving issues promptly, and maintaining high satisfaction levels through clear, empathetic communication. This position requires strong problem-solving skills, patience, and the ability to navigate diverse client needs with professionalism. Key responsibilities include handling inbound and outbound communications, documenting interactions accurately, and collaborating with internal teams to enhance service delivery. Ideal candidates possess excellent interpersonal abilities, adaptability, and a commitment to delivering solutions that exceed expectations.
Promptly handle incoming calls from enrollees, healthcare providers, and corporate clients, responding to inquiries with professionalism and efficiency.
Deliver precise details about health plans, benefits, provider networks, and authorization procedures.
Resolve customer inquiries and complaints with professionalism and efficiency.
Elevate intricate challenges to the designated teams promptly to ensure expedient solutions.
Ensure consistently outstanding customer satisfaction by delivering service of the highest caliber.
Duties encompass overseeing incoming and outgoing communications, ensuring prompt resolution of inquiries, and maintaining accurate records of all interactions. This role involves tracking pending items, coordinating follow-up actions, and verifying completion of tasks to uphold service standards. Proficiency in call handling systems and attention to detail are essential for managing high-volume interactions efficiently.
Respond to incoming and outgoing calls while adhering to established service protocols.
Professionally log all customer interactions in the organization’s CRM or specified systems with precision and thoroughness.
Proactively monitor outstanding requests and expedite the resolution of cases to ensure they are finalized within established deadlines.
Perform customer feedback interviews and deliver service updates as needed.
Healthcare service coordination involves overseeing and managing patient care plans to ensure seamless delivery of medical services. This role requires collaboration with healthcare providers, insurers, and patients to optimize treatment outcomes and streamline administrative processes. Responsibilities include assessing patient needs, coordinating appointments, verifying insurance coverage, and facilitating communication among care teams. Strong organizational skills, attention to detail, and proficiency in healthcare software are essential. Additionally, the position demands effective interpersonal abilities to navigate complex healthcare systems and advocate for patient well-being.
Facilitate enrollees’ access to healthcare services available within the provider network.
Facilitate the processing of referrals and urgent healthcare requests as needed.
Collaborate with healthcare providers to address service-related issues and maintain uninterrupted service delivery.
Compiling reports and maintaining accurate documentation are essential responsibilities of this role, requiring meticulous attention to detail and strong organizational skills. The position demands the ability to produce clear, concise, and timely documentation, as well as maintain organized records in compliance with established procedures. Proficiency in data entry, spreadsheet management, and report generation tools is required, along with the capacity to analyze information and present findings effectively. Candidates must demonstrate reliability in meeting deadlines and ensuring the integrity of all documented materials.
Accurately document all interactions, including calls, inquiries, complaints, and their resolutions in the records.
Compile comprehensive daily activity and shift reports to document operational activities and outcomes.
Monitor unresolved issues diligently and ensure timely and appropriate follow-up actions are implemented to resolution.
We are seeking a dedicated professional to oversee compliance and ensure the highest standards of quality assurance within our organization. The ideal candidate will be responsible for developing, implementing, and monitoring policies and procedures to guarantee adherence to regulatory requirements and industry best practices. Key responsibilities include conducting audits, identifying areas for improvement, and collaborating with cross-functional teams to mitigate risks and maintain operational excellence. The role demands a meticulous attention to detail, strong analytical skills, and the ability to interpret complex regulations. A background in compliance, quality management, or a related field, along with relevant certifications, is preferred. Exceptional communication and problem-solving abilities are essential to drive continuous improvement and ensure sustained compliance across all departments.
Consistently uphold all company policies, adhere to established customer service standards, and maintain strict confidentiality at all times.
Consistently achieve established service-level agreements (SLAs) and meet performance targets as defined.
Engage in structured training programs, coaching sessions, and ongoing improvement efforts to enhance performance and professional development.
• Bachelor’s degree in a relevant field, such as Business, Computer Science, or Engineering, required; advanced degree preferred.
• Minimum of five years of progressive experience in project management, with a proven track record of delivering projects on time and within budget.
• Proficiency in industry-standard project management tools (e.g., Microsoft Project, Jira) and methodologies (e.g., Agile, Waterfall, or Hybrid).
• Strong leadership and communication skills to manage cross-functional teams and stakeholders effectively.
• Excellent analytical and problem-solving abilities to identify risks and implement mitigation strategies.
• Experience working in fast-paced environments with the ability to prioritize tasks and meet tight deadlines.
• Familiarity with budget management, resource allocation, and performance metrics tracking.
• Ability to work independently and collaboratively in a team-oriented setting.
• Certification in project management (e.g., PMP, PRINCE2) is a plus.
• Knowledge of relevant compliance and regulatory standards within the industry.
A minimum of an Ordinary National Diploma (OND), Higher National Diploma (HND), or Bachelor’s Degree in any field is required.
A minimum of one to two years of hands-on experience in customer service, call center operations, or a comparable field is required.
Prior experience in an HMO, healthcare provider, insurance company, hospital, or any other customer-centric organization is advantageous.
Strong command of Microsoft Office applications and customer relationship management (CRM) systems is required.
Capable of adhering to rotating shift schedules that encompass weekends and public holidays.
What We Offer
Comprehensive health insurance benefits are provided, ensuring access to medical services and financial protection against healthcare expenses.
Continuous avenues for advancing skills and fostering long-term career progression are provided.
Compensation and rewards are contingent upon performance metrics and incentives.
Seize the chance to contribute to an esteemed and expanding healthcare institution.
Qualifications
BA/BSc/HND , OND
Experience Required
1 - 2 years
