Overview
Customer Service Practitioner Level 2 Apprenticeship. We are looking for an investment in your career, upon completion of the Apprenticeship you will have opportunities to further develop.
Working 35 hours a week, Mon – Fri office based with an option to work occasional weekends, hrs between 8am-8pm
Reporting to the Team Leaders the Medical Assistance Apprentice will support the International Medical Assistance team by providing customer service to members via phone and email requiring overseas travel and medical assistance. The role progresses through the triaging of answering incoming call and emails to taking first contact actions, data entry and query resolution through to provision of more complex travel and medical assistance. The role also includes working on administrative projects.
Key activities/main duties:
* Allocating inbound written correspondence to CMS files and escalating urgent or important correspondence to senior colleagues.
* Answering general email queries or forwarding to appropriate recipients such as claims handlers were necessary.
* Use the case management system effectively, with good attention to detail, so that when allocating emails and sending replies, the records are accurately kept.
* Work on identified targeted data projects and administration tasks including; obtaining Client Claim References, handling simple Invoice queries, verifying policies/eligibility, updating reserving, sending updates to Clients / Insurers, obtaining past medical history records.
* Answering inbound calls from customers to calmly capture data to establish the reasons for each customer contact, be able to triage cases for escalation, referral, provision of travel and medical assistance and create a CMS record with a synopsis of each call.
* Ensuring calls are answered promptly and in accordance with contractual service level agreements.
* Confirming insurance eligibility of each claimant and diligently ensuring that all data captured is correct.
* Where applicable, escalating urgent matters to Case Managers and Team Leaders.
* Triaging urgent and priority situations for escalation and urgent case management, including escalation to the Healix medical team.
* Generating case files and adding data to the Case Management System (CMS).
* Reviewing claim data using Excel to identify errors, and correcting data to ensure a high quality of information.
* Participate in appropriate learning opportunities to be able to complete apprenticeship modules and tasks
* Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
* Identifying and escalating any customer complaints.
* Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
* Contributing to a productive and team building working environment.
* Participate effectively in team meetings.
* Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
* To take responsibility and ownership for ensuring compliance to departmental and companywide policies.
* Participating in and completing any other duties as appropriate and as required.
Requirements, background, skills
* Previous Customer Service skills an advantage.
* Excellent written and verbal communication skills with the ability to remain calm, communicate professionally and employing excellent listening skills.
* Fluent in written and spoken English.
* Basic Microsoft Office skills.
* The ability to plan and organise own workload, and work well under pressure.
* Positive, can-do approach to all tasks with attention to accuracy.
* The ability to build positive relationships with their team, managers, clients and peers.
* Have enthusiasm, self-motivation and a curious mind
