Care Center Agent
Jdeideh, LB
To handle by phone customer’s inquiries following standard scripts and procedures. To ensure calls are answered within predetermined time scales and benchmarks and are dealt with properly.
To correspond with Care Center Supervisors, Assistant Precertification Manager and Care Center/Precertification Department Managers accordingly.
To provide a high quality service by assisting and informing clients/medical providers about the authorization status/response.
Key responsibilities/What you do:
- Build a customer-oriented focus in the Care Center by providing quality actions and resolutions to their concerns and queries.
- Follow communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
- Answer inbound calls within predetermined time scales and benchmarks
- Make sure that clients are handled with no delay but with efficiency
- Assure clients satisfaction and quality of calls, provide sympathetic support and advice as appropriate
- Provide personalized customer service of the highest level
- Provide a high-quality service, assist and inform clients/medical providers about the authorization status
- Provide information concerning beneficiary’s product i.e. card eligibility, eligible network
- Build customer’s interest in the services and products offered by the company
- Manage and resolve customer’s issues
- Follow up the calls of the client with clerical duties which includes filling up paperwork, as well as liaising with other departments
- Analyze the various parts of a problem properly and develop logical solutions
- In charge of reporting in writing to the Care Center Manager- Assistant Manager-Team Leader/ Precertification Manager/ Precertification Assistant Manager regarding complaints received by the care center department and relating to a specific communication and/or authorization process
- Perform special assignments and/or duties as directed by the Care Center Manager
- Follow and apply the internal procedures of the Department
- Suggest and help implement improvements to office processes and workflows to enhance overall efficiency.
Responsible and accountable for the confidential, proper administration all data
Any other duties as requested by the Direct Manager
AI READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
Key requirements/What you bring:
- Education: Relevant University Degree
- Experience:1 - 2 years’ experience in a Call Centre/ Customer services environment, TPA, Hospitals or Medical Centers exposure is a plus.
- Physically fit to carry out duties and responsibilities
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Legally permitted to work in the country of operations.
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Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
How we hire
Agency Statement Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered
Key benefits/What we offer
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.
At Allianz Partners, Artificial Intelligence (AI) is transforming service delivery and innovation. By leveraging Business Intelligence and Data Analytics, we enhance strategic decision-making and customer experiences. Our commitment to Ethical AI ensures responsible deployment, maintaining data integrity and trust. Conversational AI improves communication, while Emerging Technologies and Generative AI drive industry leadership and new opportunities. With robust Information Security Management, we protect sensitive information, ensuring compliance and security. Embrace the future of AI with Allianz Partners, where possibilities become realities.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
Great to have you on board. Let's care for tomorrow.
