We are looking for a Customer Service Consultant – Hospital Accounts.
The Customer Service Consultant is responsible for answering calls and resolving written correspondence/queries of medical scheme members, Hospital service providers, employer groups, and other stakeholders. The incumbent serves as a liaison and provides and maintains professional customer services to both internal and external clients for the hospital accounts department.
Required profile for job ad : Customer Service Consultant – Hospital Accounts - Windhoek
- Handles incoming telephonic queries from members and service providers in a professional manner with accuracy and efficiency and ensuring that service level agreements are met.
- Investigates and responds timeously to continuous queries.
- Deals with e-mail queries regarding hospital claims by either referring it to the correct person or investigating and responding timeously in a professional manner.
- Liaise with Clinical Auditors, Case Managers, Managers, Credit Controllers from Hospitals and Call Centre agents.
- Send audit reports via email upon request.
- Engage with internal stakeholders and MVA regarding MVA related requests.
- Assisting Manager in the checking of reports and/or follow up on queries.
- Completes special assignments and projects instrumental to the function of the department and other team related duties as needed.
Experience and Qualifications Required
- Grade 12 or equivalent
- Minimum of 1 or more years' customer service experience in Medical Fund administration, including knowledge of hospital claims and Managed Health Care processes
- Strong verbal and written communications skills.
- Customer service focus
- Call centre experience an advantage
- Ability to solve problems in a customer friendly manner.
- Working knowledge of the Namibian healthcare system, including medical aid operations and healthcare funding models.
- Ability to effectively handle multiple tasks in a fast-paced environment
Language Requirements
Proficiency in written and spoken English is essential.
- Being able to speak, write, spell, read and comprehend in other languages would be an advantage.
- Fluency in any other local language an advantange.
Computer Literacy
Proficiency with the following programmes is required:
- MS Word
- MS Excel
- MS Outlook / email
- MS Explorer / Internet
Work Requirements
- The position is based in Namibia
- Own transport is essential
- Willingness to work long hours when required is a requirement
Remuneration
A competitive salary and benefits will be negotiated, consistent with experience and the role and responsibilities of the position.
