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Customer Service Representative, Healthcare Support
2 months ago
Role Overview:
We are seeking a highly skilled and compassionate Customer Service Assistant to join our Healthcare Support team. As a key member of our team, you will be responsible for delivering exceptional service to our customers through effective management of inbound and outbound telephone calls.
Key Responsibilities:
- Provide optimum levels of customer service by responding to enquiries professionally, listening and developing a rapport with the customer, and taking all necessary action to solve customer problems within contracted and operational turnaround times.
- Achieve individual key performance indicators and contribute to overall team KPI's.
- Ensure customers are given information relating to any Client's program to which they are entitled as administered by Allianz Global Assistance, Mobility Services.
- Effective handling of complex customer issues or complaints as required, escalating to the leadership team or designated customer complaints team when necessary.
- Assist with the management of other Assistance inbound and outbound call queues or workloads as directed by the Home & Lifecare Leadership team.
Case Management:
- Thorough and accurate logging of all call related data into appropriate IT system and creation of incidents in real time.
- Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client.
- Provide effective follow through and end to end case management to ensure the customer's enquiry is resolved effectively and in a timely manner, handing over cases to relevant specialists as necessary.
- Consult with Home & Lifecare leadership team and delegated senior staff where appropriate to ensure accurate handling of cases.
- Provide regular feedback to Home & Lifecare Leadership team regarding call trends, issues, or ideas for system, process, or service improvements to contribute to an environment of continuous improvement.
Requirements:
- Experience in healthcare, hospitals, or aged care is an advantage.
- Ability to positively represent the Home & Lifecare team and Allianz Global Assistance in both internal and external client and customer interactions.
- Active participation in ongoing personal development to increase understanding and knowledge of customers, clients, and systems relevant to role specifications.
- Maintain a professional and clean workstation, ensuring accessibility to all relevant tools and information, and considering shared desk policy.
- Performance of specific shift duties as allocated per shift roster, which may involve assisting other teams or undertaking other duties as directed by the Home & Lifecare Leadership team.
- Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements.
- Support team members through demonstrating punctuality, reliability, and attendance.
- Demonstrate a commitment to teamwork and fellow team members in contributing to a positive working environment, treating all team members with care and respect, and assisting others as needed.
What We Offer:
We value our employees and strive to create a positive and inclusive work environment. We offer a range of benefits and opportunities for growth and development, including training and professional development programs, flexible work arrangements, and a comprehensive rewards package.
We are committed to diversity and inclusion and welcome applications from individuals of all backgrounds and perspectives. We are an equal opportunity employer and are proud to be a part of the Allianz Group, one of the world's leading insurance and asset management companies.
We believe in empowering our employees to take control of their careers and provide opportunities for growth and development. We are committed to creating a workplace culture that values diversity, inclusion, and respect for all employees.
We are a global company with a presence in over 70 countries, and we offer a range of career opportunities across different functions and locations. We are committed to making a positive impact on our communities and the environment, and we strive to be a responsible and sustainable business.
