Customer Service Agent/Virtual Assistant

Your role will be to provide a confident, knowledgeable and efficient front line service to the members. You will be responsible for problem and query resolution as well as the facilitation of recommended treatment plans and/or discussions of alternative, appropriate clinical treatment pathways using presented medical information whilst referring to appropriate clinical guidelines. All of this shall be done in conjunction with individual customer benefit entitlements and therefore requires a complete understanding of our client’s policies.

You will be on an Annualised Hours Contract, which means that if you are employed to work a set number of hours per week (your Contractual Hours, to be agreed with you during recruitment and which can be either 45 or 50 hours per week). During “off peak weeks” you will be required to work less hours per week (around -15/20%), and then during “peak weeks”, you will be required to work more hours per week (around +15/20%).

Main Responsibilities 
From the comfort of your home-office and a full-time basis (50 hours per week), you will:
 
• Handle members’ calls and take any necessary action required to resolve the query;
• Guide members to ensure that they receive the correct treatment available in conjunction with their policy; 
• Proactively investigate and provide solutions to their queries and researching all possible alternatives;
• Act as an escalation point to other business areas for health cases deemed clinically complex and/or general policy queries;
• Pre-authorise member’s treatment using set protocols;
• Investigate and resolve all queries and complaints from members and if resolution is not possible, obtain further information and either respond to the member or escalate with a full case history;
• Manage all customer contact including claims in line with regulatory requirements.

As a HomeAgent you will play an absolutely vital part in helping us provide excellence and peace of mind to our client’s members, whilst being part of a strong team and working to individual and team targets.

Personal Profile:
We are looking for individuals with a ‘can do’ attitude who can deal calmly and professionally with highly emotional, sometimes irrational, anxious and uncertain customers.

You will require a high level of communication skills, listening and focusing on each and every interaction and tailoring your response and solution for that customer. 

You will have excellent telephone and letter writing skills, and the ability to deal effectively, quickly and accurately with internal and external customers of all levels.

You will display the ability to work under pressure, a high level of resilience and the ability think analytically to assess clinical information to determine the eligibility of the benefit, a strong level of decision making, and the initiative to make decisions within the protocols set down. 

As you will be working from home, PC literacy, high flexibility in your schedule, good organisation, independence and self-reliance are essential.

Contact Type: 
Inbound calls

Starting Salary: 
25,000-30,000PHP

Location: 
Anywhere in the UK

Essential Qualifications, Skills and Experience:
Customer service experience
Strong listening skills with the ability to tailor your approach to the customer
Excellent communication skills (including written)
Ability to think analytically to assess clinical information
Ability to make decisions within set protocols with minimum supervision
Excellent problem solving skills

Desirable Skills and Experience
Call centre experience
Ability to converse in British English

Shifts:
Working Hours
50 Hours - 10 Hour Shifts Per Day

Technology and Home Office Requirements:
You will need to provide a quiet and secluded home office equipped with a dedicated telephone line, a dedicated wired broadband connection, a dedicated to work PC (desktop) and a headset, all meeting our required specifications.