Call Center Officer

For MedNet Egypt L.L.C.

MedNet Egypt is one of the leading managed care service organizations that caters to healthcare needs. We are currently seeking to hire Call Center Officer with the following tasks and responsibilities:

Your Job:

• Proactive answering Member, Provider, Broker and Insurer calls timely, efficiently and effectively.

•  Collecting feedbacks from the client through varied channels (in-person, telephonic, email, website, surveys among others).

•  Educating, strengthening and enhancing individual member relationships and experiences.

• Primary channel for managing client complaints through the ticket system and maintenance of complaints record.

• Contribute innovative ideas and participate in various programs to gain loyalty of the insurance companies and insured members, for instance arranging for free medical check-ups, talks by renowned doctors at client premises among other initiatives.

•  Ability to deliver quality outreach program with an effective reach within reasonable timelines set.

• Support the efforts of partners like Insurance companies, in their client servicing requirements. This includes attending and conducting new client orientation programs, periodic client servicing requirements such as on-going meetings with the clients. Support MedNet’s partners (Insurance companies), whenever such client servicing requests are solicited by them, and proactively encourage such servicing initiatives.  This includes individual member orientations and programs as well as a MedNet initiative.

• Maintain call center turnaround times and ensure high quality of service is provided to our members, providers and PICs.

• Actively solicit and gather customer feedbacks in order to improve service levels. Use multiple channels including (but not limited to) periodic customer satisfaction surveys and personal interactions.  

• Refer customer grievances to the concerned / designated departments for further investigation and redressal.

• Periodically notify the customer about the progress of the complaint investigations, results and any planned adjustments.

• Provide administrative support to the department and prepare promotional / training materials as assigned.