Customer Relations Officer

Role Description

This is a full-time on-site role.

The Customer Relations Officer is responsible for managing member relationships, providing support on healthcare access, and ensuring a seamless experience between members, healthcare providers, and the insurance company. The role focuses on resolving member inquiries, facilitating hospital access, addressing claims-related questions, and maintaining high member satisfaction.

Qualifications

• Bachelor’s degree in Communication, Business Administration, Health Administration, Customer Service, or a related field.
• 1–3 years of experience in health insurance, healthcare administration, customer service, or call centre operations.
• Knowledge of health insurance processes, claims handling, and provider coordination is an advantage.
• Ability to handle sensitive health-related information with confidentiality and professionalism.
• Strong Interpersonal Skills to foster meaningful relationships and collaboration
• Proven ability to drive Customer Satisfaction and maintain high service standards
• Analytical Skills to evaluate client feedback and improve service delivery

Key Skills & Competencies

• Customer relationship management
• Healthcare service coordination
• Complaint resolution and problem-solving
• Communication and empathy
• Attention to detail and documentation
• Time management and multitasking
• Ability to work under pressure in a service-oriented environment

Key Responsibilities

• Serve as the primary contact for members regarding healthcare access, benefits, and service inquiries.
• Assist members with processes such as OTP generation, hospital access verification, and provider guidance.
• Respond to member complaints and concerns promptly and ensure timely resolution.
• Coordinate with healthcare providers (hospitals, clinics, pharmacies) to facilitate smooth service delivery.
• Support members with information on benefits, coverage limits, and authorization requirements.
• Assist with claims-related inquiries, including claim status updates and documentation requirements.
• Escalate complex cases to relevant departments such as claims, underwriting, or provider relations.
• Maintain accurate records of all member interactions and service requests.
• Follow up with members after issue resolution to ensure satisfaction.
• Support the onboarding of new members by guiding them through service access processes.
• Participate in member education initiatives and awareness campaigns on how to access healthcare services.

HOW TO APPLY

Submit CV and cover letter to: 📧 [ info@apexhealthghana.com ]

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