CUSTOMER EXPERIENCE SPECIALIST – CIMAS 253 views

Job Summary
The Group wishes to invite applications from suitably qualified & experienced individuals to fill the Customer Experience Specialist role that has arisen in our organization.

Duties And Responsibilities
Accountable for excellent customer service, benefits confirmations, customer feedback reports, upselling and cross selling of products as well as query resolution.
Providing advice on making a claim and the processes involved.
Collecting accurate information and documents to proceed with a claim/pre-authorisation.
Where possible / appropriate obtain check the validity of the information provided by the claimant, consultants, and other sources.
Interpretation of the Membership Rules to determine the extent of coverage and the application of any warranties, conditions, or exclusions.
The identification and collection of any benefits excess/deductibles.
Guiding members and service partners on how to proceed with the claim/pre-authorisation.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Documenting processes and logging technical issues, as well as customer compliments and complaints.

Qualifications And Experience
Diploma in Nursing/Health Sciences or the equivalent
Registered by the Nurses Council of Zimbabwe (for nurses)
At least 2 years’ experience as a Claims/Pre-Authorisation handling experience in a medical aid or hospital environment
Extensive experience in gathering and interpreting customer experience information
Solid knowledge of online customer engagement platforms and channels
Proficiency in MS Office, as well as CX and CRM software, such as Zendesk, Survey Monkey, Salesforce
Exceptional interpersonal skills and a client-centered approach | | Great organizational and time management abilities
Superb communication, collaboration, and problem-solving skills