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Customer Success Quality Specialist at RelianceHMO
work RelianceHMOplaceLagosDate Posted: 2020-02-15RelianceHMO is hiring Customer Success Quality Specialists in Lagos.The Position
- The ideal candidate is a Medical Doctor who will work with our Customer Success team and make sure that excellent and high quality service
is provided to our clients across all communication channels. - Your major responsibility will be to clarify medical enquiries from Providers and Enrollees
as well as train the Customer Success team on the description of medical termsso as to ensure that all queries coming into the customer success departmentare resolved fully within the team.
Key Responsibilities
- Accomplish quality assurance objectives by orienting, training and coaching customer success team on medical terms
- Develop and
Implement quality assurance best practices,as well as a robust performance measurement modelwhich will provide a basis for performancemonitoring, and management. - Drive down incident rate of customer success agents requesting
medical clarification from othersources / teams . - Enhance customer relationship
in order to meet organizational and operational objectives - Carry out periodic coaching sessions to provide both qualitative and quantitative feedback based on the employee’s performance
- Ensuring clients (corporate customers,
retails customers, distribution partners and providers) have a seamless encounter with using our service. Obtain client information by answering telephone calls; interviewing clients; verifying information.- Respond to all
Enrollee and Provider inquiries and handle anycomplaints - Take telephone calls on behalf of Reliance HMO
in order to fulfil customer requirements. - Have the most
up to date information on all plans of Reliance HMO and be able to help customers in a quick and friendly fashion. - Maintain communication equipment by reporting any faults promptly
- Maintains knowledge and proficiency in medical practices through continuing education, staff meetings, and workshops.
- Perform all other duties as assigned.
Qualifications
- Must be a Medical Doctor
- Willingness to work shifts across Monday to Sunday
- Strong ability to make
judgment onmedical / surgical cases in relation to benefits listed onenrollee ’s plan. - Ability to make
professional judgment on coverage and non-coverage of care requests per time, based on theenrollee ’s benefits table. - Excellent communication and presentation skills
- Must be able to transfer knowledge to other team members
Benefits
You’ll love this opportunity because:- You'll have a clear career
path - You'll have a lot of independence in managing
projects - We have a vibrant and active
culture - Co-workers are a close - knit, intelligent, and motivated team.
- Daily meals
Employee-friendly working conditions- Generous health insurance package; including gym passes
- Modern, cosy and collaborative workspace
How to Apply
Interested and qualified candidates should click here to apply on or before 18th February, 2020
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- The ideal candidate is a Medical Doctor who will work with our Customer Success team and make sure that excellent and high quality service