Job title: Call Centre Nurse

Reporting To: Head of CRI Assist

Department: CRI Assist

Location: Ikeja

Overall purpose of the job:  Provide medical and non-medical services to our clients through our Medical Assistance Call Centre.  Perform administrative services for call centre related activities.

Roles & Responsibilities:

·       Follow all policies and procedures laid out by CRI including but not limited to:

o   Company Policy and Procedures

o   Call Centre Policy and Procedures

o   HSE Policy and Procedures

o   Operational Policy and Procedures

·       Continuously review site for hazards and ways to reduce incidences of illness and injury, reporting any issues

·       Responsible for managing all call centre related activities with focus on customer service and satisfaction.  Activities include, but are not limited to, gathering caller information, determining caller need, providing necessary assistance to caller, dispatching medical resources, connecting caller to medical personnel.

·       Responsible for managing all call centre administrative activities.  Activities include, but are not limited to, answering emails, arranging and submitting invoices, gathering information from medical and other facilities, making and filing reports, and doing research activities.

·       Maintain Medical Assistance Call Centre room and equipment in clean and working condition with correct levels of inventory, reporting any irregularities

·       Assist with other duties as assigned

K   Key Performance Indicators

·       Measurable generation of income for the organization for assigned services and products

·       Continued positive client satisfaction and feedback

·       Ability to manage client’s needs from beginning phone call to satisfactory conclusion

Minimum Qualifications

·       Primary Focus on Customer Service

·       Project Management Skills

·       Previous Experience Working in a Call Centre or HMO Service

·       University Degree, Nurse

·       1-3 years working experience

·       Ability to utilize various Computer Software and applications, including Email, Microsoft Office, and other Administrative Software

·       Positive/outgoing attitude

·       Ability to adapt to various roles/responsibilities

·       Time management and organizational skills

·       Strong attention to detail and follow-through