Care Centre Agent – Customer Service (Medical)

About the role

The Care Centre Agent handles inbound and outbound telephone inquiries related to the company’s medical products and services. The role ensures calls are answered within service levels while delivering high‑quality, customer‑focused service.

Key responsibilities

• Answer inbound calls and assist customers and providers with requests and inquiries.
• Make outbound calls for case follow‑ups, medical report collection, second opinions, and complaint management.
• Document interaction details and actions taken to support continuity and follow‑up.
• Maintain and update customer/member records, ensuring data accuracy.
• Promote a customer‑centric culture by delivering effective solutions and enhancing awareness of products and services.
• Review and process pre‑approval cases exceeding standard turnaround times.
• Issue Guarantee of Payment (GOP) documents as required.

Required profile

• Bachelor’s degree (medical background preferred).
• 0‑2 years experience in a call centre or customer service environment; exposure to TPA hospitals or medical centres a plus.
• Strong communication skills in English; additional languages are an advantage.
• Legally permitted to work in the country of operations.
• Physically fit to carry out duties.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft PowerPoint