Contact Centre, Executive

5 days ago

Johor Bahru, Malaysia Alliance Medinet (M) Sdn Bhd Full time

**The Role**:
We are currently seeking experienced Contact Centre Agents for our established call centre located in Johor Bahru. In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in in a timely manner.

**Responsibilities**:

- First point of contact and support to customers. Handle Medinet and appointment hotlines.
- Resolve customer’s enquiries efficiently and escalate problems/issues promptly
- Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with customers.
- Verifies the referral and authorization requirements of the patients' insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows
- Update CRM logs promptly, accurately and efficiently
- Record necessary details for member that calls to obtain LOG after normal office hours / Escalate these case to morning Agent to perform follow up
- Issuance of Emergency LOG when required
- Preparation of reports where required
- Work as a team and ensure contact centre’s service indicators are met
- Any other tasks as assigned by Contact Centre Team Leader and Head of Department

**Requirements**:

- At least 1 Year(s) of working experience in a call centre environment is required for this position.
- Proficient in Microsoft Office Applications
- Possess good interpersonal and communication skills
- Ability to work under pressure
- Passion for customer service and a good team player
- Meticulous, committed and responsible
- Able to work staggered shift (Day and night shift)
- Able to work during weekends and Public Holidays

THIRD PARTY ADMINISTRATION IN MANAGING MEDICAL& FLEXIBLE BENEFITS CLAIMS AND CONTACT
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5

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