Job Duties/ Responsibilities/ Accountabilities:Receive calls from OHML Clients, Providers and StaffReceives calls from OHML enrollees and prospectsManages OHML contact E-mailManages Call Centre correspondence.Responds to clients within approved timelineResponds appropriately to situations in accordance with standard care metricsGive pre-authorization to careSend 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 optimallyEscalates for update of provider directory and hospital details when received from providersEscalates information received to appropriate office at OHMLEscalates complaint received to appropriate office at OHMLSends capitation list to providers monthlyCalls providers to ascertain receipt of the list of enrolleesCalls providers whenever assigned by the HOD for various communiquesEnsure zero denial of care when informed of access request at provider facilityAuthorizes care at provider facilityHandles referral on provider or enrollee requestEmergency handling protocol and escalationInform call-in OR e-mail clients of OHML plans Educate requesting call-in clients on OHML productsManages complaints at first contact and give feedback within stipulated time Co-manage care escalated from providers and clients till resolutionManages provider grievance emanating from OHML operations Coordinates the central pre-authorization systemCoordinates the use and mastery of call center applicationsOrganizes 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 issuanceProvision of PA report to relevant offices on a regular basis Submission of weekly CC Metrics report to Head of Medical OperationsSubmit Incident report weekly to Head of Medical OperationsAny other task as assigned by HODQualificationsBsc, BA.Minimum of 2-3 years\' experience in call center with HMO organizations is essential.Excellent verbal and written communication skillsCustomer Care Nursing background is a plus.Salary PackageVery Attractive and Negotiable