Care Centre Agent – Junior Customer Service Representative

About the role

The Care Centre Agent (Junior) will handle inbound and outbound telephone inquiries related to the company's medical products and services. Working under standard scripts and procedures, the agent ensures timely, high‑quality customer service while documenting each interaction for follow‑up and corrective actions.

Key responsibilities

• Answer inbound calls and assist customers or providers with specific medical inquiries.
• Make outbound calls for follow‑up cases, additional medical reports, second opinions, and complaints.
• Document conversation details and actions taken in the system.
• Update the customer database with status changes and new information.
• Communicate regularly with the Care Centre Team Leader and Assistant Manager.
• Maintain accurate records and close‑loop each call by completing clerical duties and liaising with other departments.
• Analyze problems and develop logical solutions within the permitted scope of work.
• Adjudicate pre‑approval claims exceeding standard turnaround time and issue Guarantee of Payment documents as needed.

Required profile

• Bachelor’s degree; medical background preferred.
• At least 2 years of experience in a call‑centre or customer‑service environment, preferably in a TPA hospital or medical centre.
• Physically fit to perform duties.
• Legally permitted to work in the country of operations.

Required skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Strong internet navigation and research abilities.