Care Advisor

About the role

Allianz is looking for a Care Advisor to handle telephone inquiries about its products and services, following established scripts and procedures. Calls must be answered within defined service levels, and every interaction must be documented so that follow-ups and corrective actions can be carried out. The role also keeps communication flowing with the Care Centre Team Leader and Assistant Manager.

Key responsibilities

• Promote a customer-centric culture by solving customer concerns and inquiries effectively.
• Follow communication and update standards in line with Nextcare policies, scheme requirements and agreed turnaround times.
• Handle inbound calls and help customers and providers with requests and inquiries.
• Make outbound calls for case follow-ups, collecting medical reports, second opinions and complaint management.
• Engage customers with the company's products and services and deliver personalized service.
• Maintain and update customer/member records and record interaction details for continuity.
• Close calls properly and coordinate with relevant departments.
• Evaluate issues thoroughly and provide logical solutions within the scope of authority.
• Review and process pre-approval cases that exceed standard turnaround times.
• Issue Guarantee of Payment (GOP) documents as needed.
• Work with AI, machine learning, data analytics and cloud tools while respecting data governance, security and ethics.

Required profile

• Bachelor's degree; medical background preferred.
• 0-2 years of experience in a call centre, customer service, TPA hospital or medical center setting is a plus.
• Strong English communication skills; additional languages are an advantage.
• Good understanding of customer service principles and telephone etiquette.
• Physically fit and legally permitted to work in the country of operation.

Required skills

• Fluent MS Office (Excel, Word, Outlook, PowerPoint)
• Internet navigation and research skills