Customer Relations Officer - Apex Health Insurance Limited

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

1. Bachelor’s degree in Communication, Business Administration, Health Administration, Customer Service, or a related field.
2. 1–3 years of experience in health insurance, healthcare administration, customer service, or call centre operations.
3. Knowledge of health insurance processes, claims handling, and provider coordination is an advantage.
4. Ability to handle sensitive health-related information with confidentiality and professionalism.
5. Strong Interpersonal Skills to foster meaningful relationships and collaboration
6. Proven ability to drive Customer Satisfaction and maintain high service standards
7. Analytical Skills to evaluate client feedback and improve service delivery

Key Skills & Competencies

1. Customer relationship management
2. Healthcare service coordination
3. Complaint resolution and problem-solving
4. Communication and empathy
5. Attention to detail and documentation
6. Time management and multitasking
7. Ability to work under pressure in a service-oriented environment

Key Responsibilities

1. Serve as the primary contact for members regarding healthcare access, benefits, and service inquiries.
2. Assist members with processes such as OTP generation, hospital access verification, and provider guidance.
3. Respond to member complaints and concerns promptly and ensure timely resolution.
4. Coordinate with healthcare providers (hospitals, clinics, pharmacies) to facilitate smooth service delivery.
5. Support members with information on benefits, coverage limits, and authorization requirements.
6. Assist with claims-related inquiries, including claim status updates and documentation requirements.
7. Escalate complex cases to relevant departments such as claims, underwriting, or provider relations.
8. Maintain accurate records of all member interactions and service requests.
9. Follow up with members after issue resolution to ensure satisfaction.
10. Support the onboarding of new members by guiding them through service access processes.
11. 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 ]