Call Centre Lead Job at Oceanic Health Management Limited

Oceanic Health Management Limited is one of the largest Healthcare insurance providers in Nigeria offering second-to-none optimum services in the healthcare industry. Our smart use of technology has enabled us to offer excellent HMO services to our clients who are spread across multiple industries in Nigeria.

We are recruiting to fill the position below:

Job Position: Call Centre Lead
Job Location: Lagos
Employment Type: Full-time

Job Duties/ Responsibilities/ Accountabilities:

• Receive calls from OHML Clients, Providers and Staff
• Receives calls from OHML enrollees and prospects
• Manages Call Centre correspondence.
• Responds to clients within approved timeline
• Responds appropriately to situations in accordance with standard care metrics
• Give pre-authorization to care
• Send daily authorization report to regional managers and medical managers
• Understand the use of IT application for customer care correspondence (CC Metrics)
• Use the CC Metrics optimally
• Escalates for update of provider directory and hospital details when received from providers
• Ensure zero denial of care when informed of access request at provider facility
• Authorizes care at provider facility
• Handles referral on provider or enrollee request
• Emergency handling protocol and escalation
• Inform call-in OR e-mail clients of OHML plans
• Educate requesting call-in clients on OHML products
• Escalates information received to appropriate office at OHML
• Escalates complaint received to appropriate office at OHML
• Sends capitation list to providers monthly
• Calls providers to ascertain receipt of the list of enrollees
• Calls providers whenever assigned by the HOD for various communiques
• Manages complaints at first contact and give feedback within stipulated time
• Co-manage care escalated from providers and clients till resolution
• Manages provider grievance emanating from OHML operations
• Coordinates the central pre-authorization system
• Coordinates the use and mastery of call center applications
• Organizes the Call Centre for optimal efficiency
• Ensure 24/7 coverage and zero shut down of the call centre operations
• Improve turn-around time for pre-authorization issuance
• Provision of PA report to relevant offices on a regular basis
• Submission of weekly CC Metrics report to Head of Medical Operations
• Submit Incident report weekly to Head of Medical Operations
• Any other task as assigned by HOD

Qualifications

• BSc, BA in relevant fields
• Minimum of 5 years of experience. 
• Excellent verbal and written communication skills
• Customer Care 
• HMO experience.
• Nursing background
• Call Centre Experience

Method of Application
Interested and qualified candidates should send their CV to: recruitment@oceanichealthng.com using the Job Position as the subject of the mail.