Executive Customer Care Voice Customer Experience
Job Description
Job Category: Healthcare Customer service
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The intake agent will receive and review the fax images and start data entry in the system. o Validate and verify the provider and member using all compliance metrics. o Create the precert case and route the case to the appropriate bucket for initial or final review. o Attach the fax for existing precert cases needing additional information. o Intake agent needs to determine whether case should be cancelled or build o Investigate previous case history to determine case outcome o Fax back providers o Research certain drugs o Data capture from system to template.
Responsibilities:
Navigate through multiple systems / applications for data gathering o Proficiency with computer skills (navigating multiple systems and keyboarding) o Understand the goals and standards to ensure that quality and productivity standards are met o Accurate and timely updating of the database o Meet the agreed upon KPIs as per the operational definitions and targets o Participate in the User Acceptance Testing as needed o 98% - 100% attendance during training/nesting period is required o Tying speed - 25-30 words/minute with 90% accuracy o Must be flexible to work hours with Monthly work schedules changes
Qualifications:
Education Level - High School Graduate (NSC
12 months Contact Centre experience
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
Skills Required
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Job Detail
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Job IdJD1557097
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCape Town, Western Cape, South Africa
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EducationNot mentioned