Description The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual 24/7 Contact Centre.2.
KEY TASKS AND RESPONSIBILITIESAnswer incoming telephone calls into the Call Center in a professional manner at all times.Working with providers and the Old Mutual Case management team to manage the admission and discharge process of Old Mutual MembersManaging requests for services from providers, intermediaries, and clients, providing information on the Old Mutual provider network, available benefits per scheme policy and services and other routine informationProcessing pre-authorization requests for outpatient servicesProvides health information to customers via Old Mutual approved resources.Completes accurate and timely documentation of all services provided to callersEscalate / liaise with claims/ care teams on any issues which require further consultation In conjunction with Smart applications resolve card issues raised at the point of service.Attends all required training sessions and meetings.Normal contact Centre duties.
E.g.
carrying out customer surveys, social media and email management.Performs all other tasks as assigned by the Contact Center Manager, Quality Assurance Supervisor.SKILLS AND COMPETENCIESCompetences Basic level of proficiency with Windows based applications such as MS Office, Excel, WordProficient ability to analyse data and develop recommendationsStrong verbal and written communication skillsMaintains a professional/customer service focus at all timesQualifications & Requirements Availability to work any both day and night shifts1+ years in Patient Customer Service Experience Preferred1+ years Call Center experience Preferred6+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job dutiesKnowledge of medical terminology/Coding (ICD10)Bachelor's Degree or Diploma in Clinical medicine or NursingExperience working in the Insurance industry preferredACII or Other Insurance Certification PreferredSkillsCompetenciesEducationClosing Date17 July 2025 , 23:59
