SSC HR Solutions

Medical Call Center Officer

SSC HR Solutions

full-time

Posted on:

Origin:  • 🇪🇬 Egypt

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Job 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.