Medical Call Center Officer
SSC HR Solutions
full-time
Posted on:
Location: 🇪🇬 Egypt
Visit company websiteJob Level
Junior
About the role
- Provide exceptional customer service support to customers and insured members via phone, chat and email.
- Handle high volume of incoming inquiries, requests and complaints; ensure prompt and effective resolution to maintain customer satisfaction.
- Support pre-approvals, claims adjudication and customer service tasks.
- Carry out outbound calls for follow-ups, clarifications, courtesy and satisfaction calls and outbound campaigns.
- Meet and monitor KPIs: Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Abandoned rate, Quality Assurance (QA) score, Escalation rate, Knowledge usage, Occupancy, Status metrics, Call/Chat Transfer rate.
- Ensure accurate after-call work and logging for each interaction.
- Develop and maintain comprehensive product knowledge including tables of benefits, terms and conditions and company applications.
- Follow established procedures, company and department policies and code of conduct for issue resolution.
- Assist department leads and management with tasks and contribute to team collaboration and continuous improvement.
- Coordinate with internal departments and respond to external customers in a timely and professional manner.
- Work rotational shifts as part of a 24/7 call centre operation, including night shifts; demonstrate adaptability and resilience in challenging situations.
Requirements
- Bachelor’s degree in business administration and/or equivalent; additional customer service certifications a plus.
- Medical qualification/background.
- 6 months – 2 years proven experience in a customer service role, preferably in a contact center or call center environment.
- Experience in the insurance and healthcare industry is a plus.
- Excellent English verbal and written communication and interpersonal skills.
- Strong problem-solving and critical thinking skills and abilities.
- Ability to handle high volume of calls and work under pressure in a fast-paced environment.
- Proficiency in using customer service software, systems, and other relevant tools.
- Computer literacy required.
- Ability to work flexible hours/shift-based schedules, including evening, overnight, weekend and holidays.
- Competencies: Customer focus; Teamwork and collaboration; Self-motivated; Dependable; Open-minded; Problem-solving; Empathy and patience; Service and product knowledge; Cross-cultural competence; Adaptability and flexibility; Continuous learning; Time management and multitasking; Resilience.