Care Center Officer

Job description / Role

SUMMARY

The main duty of an Customer Care Unit - Care Centre Officer is to respond to communication inquiries / complaints raised by payers as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. The Care Centre Officer will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. The Care Centre Officer will correspond with CareCentre Management accordingly and comply to provide a customer-oriented service at all times.

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 REQUIREMNETS
- 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.

BEHAVIORAL COMPETENCY

Customer & Market Excellence:
- Strive for excellence at every touch point with the customer
- Foster state-of-art technical/operational knowledge and strive for continuous simplification
- Be the benchmark

Collaborative Leadership:
- Empower the team and provide purpose and direction
- Develop people, provide feedback and care to employee wellbeing
- Collaborate and exchange best practice.

Entrepreneurship:
- Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
- Take ownership and responsibility
- Embrace innovation and a culture that allows to make decisions without fear of retribution.

Trust:
- Act with integrity, honor commitments, tell the truth
- Foster diversity and inclusiveness
- Act transparently and promote corporate social responsibility.

Requirements

MINIMUM REQUIREMENTS

- 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

About the Company

With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!