Resolutions Case Administrator Market Related - South Africa
Lancet Laboratories LTD
At Lancet Laboratories we recognise that results are achieved through attracting, developing and retaining the best people. We support the attainment of equal opportunity progress, and believe that people are the spirit to us accomplishing our strategic goals. An exciting opportunity has presented itself to appoint a suitably qualified candidate into the position of Resolutions Case Administrator. This position is based at Lance Laboratories in Richmond, Auckland Park (JHB Central). Position Summary Handles inbound and outbound calls from clients giving out relevant information or collecting debt and providing excellent customer service to clients. • Answer telephone and emails professionally. • Respond to customer inquiries • Ensure that customers receive correct and adequate information. • Research required information using available resources to ensure that adequate information is available for decision making purposes. • Handle and resolve customer complaints where necessary to ensure customer satisfaction. • Provide customers with product and service information relating to any account enquiries • Identify and escalate priority issues/ queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and customer retention. • Route and redirect calls to appropriate resource to ensure that customers are assisted promptly by relevant parties. • Complete call logs by logging details of all calls made or received to ensure that a history of all calls and customer information is kept. • Comply with statistical requirements. • Comply with quality standards. • Maintaining confidentiality of patient's personal data and other information to protect privacy of patients and integrity of the organisation. • Meet Organizations Customer Service Objectives. • Build their own portfolio of files and tend to the activation of payment arrangements, the follow-up of default payment arrangements, the tracing of debtors and general administration thereof. • The agents form a personal relationship with the debtors that contribute to understanding, confidentiality and trust between the parties, forming a long lasting client relationship based on trust, respect and mutual understanding. • Initial contact is obtained by way of telephone, SMS, and electronic mail directly • On making contact with debtors our agents conduct a thorough investigation into the debtor's accounts, in order to secure a re-payment plan that can be sustained by the debtor until fulfilment of the debt obligation • Collect payment or make payment arrangements with private patients. • Receive proof of payments and reconcile against outstanding accounts. EDUCATION AND QUALIFICATIONS Grade 12 Tertiary Education in Finance/Accounting/Business Administration preferred REQUIRED EXPERIENCE >1 Year Relevant Working Experience (Business Administration/Customer Service) Market Related with benefits
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