Executive-Customer Care Voice-Customer Experience at EXL South Africa

Job Description


The intake agent will receive and review the fax images and start data entry in the system.
Validate and verify the provider and member using all compliance metrics.
Create the precert case and route the case to the appropriate bucket for initial or final review.
Attach the fax for existing precert cases needing additional information.
Intake agent needs to determine whether case should be cancelled or build Investigate previous case history to determine case outcome Fax back providers
Research certain drugs
Data capture from system to template.


Responsibilities


Navigate through multiple systems / applications for data gathering
Proficiency with computer skills (navigating multiple systems and keyboarding)
Understand the goals and standards to ensure that quality and productivity standards are met
Accurate and timely updating of the database
Meet the agreed upon KPIs as per the operational definitions and targets
Participate in the User Acceptance Testing as needed
98% - 100% attendance during training/nesting period is required
Tying speed - 25-30 words/minute with 90% accuracy
Must be flexible to work hours with Monthly work schedules changes


Qualifications


Education Level - High School Graduate (NSC