About the Role
Oceanic Health Management Limited is one of the leading healthcare insurance providers in Nigeria, recognized for delivering optimum services through smart technology and innovative solutions. We are currently seeking a dynamic and empathetic Call Centre Executive to join our growing team in Lagos. In this role, you will serve as the vital link between our organization and our esteemed members, ensuring every interaction reflects our commitment to excellence in the Nigerian healthcare sector.
Key Responsibilities- Respond promptly and professionally to inbound and outbound inquiries via telephone, email, and other communication channels.
- Provide accurate and detailed information regarding healthcare services, insurance benefits, and network providers.
- Receive, document, track, and diligently follow up on customer complaints and service requests.
- Escalate complex or unresolved medical and administrative issues to the appropriate internal departments.
- Maintain comprehensive, accurate records of all customer interactions and inquiries within the database.
- Collaborate seamlessly with medical providers, claims management, and other operational teams to guarantee swift resolution.
- Ensure the strict confidentiality and privacy of all personal and health-related information in compliance with industry standards.
- Possession of a Bachelor of Nursing Science (B.NSc) or current Registered Nurse (RN) certification, OR relevant professional experience in a healthcare call centre or customer service environment.
- Exceptional verbal and written communication skills with a strong customer-centric orientation.
- Demonstrated active listening, conflict resolution, and problem-solving abilities.
- Capacity to remain calm, professional, and composed under pressure when handling challenging situations.
- Strong computer literacy and proficiency in navigating CRM software and office productivity tools.
- Ability to thrive and adapt effectively in a fast-paced, dynamic healthcare service environment.
- Competitive salary package with regular performance reviews.
- Comprehensive health insurance coverage for you and your dependents.
- Opportunities for professional development and continuous career growth within the HMO sector.
- A collaborative, supportive, and technology-driven work environment.