Call Center Executive

Anchor HMO International Company Limited is seeking a customer-focused Call Center Executive to serve as a key point of contact between the organisation and its enrollees, providing timely assistance, resolving enquiries, and ensuring an excellent customer experience.

Responsibilities

• Handle inbound and outbound calls from enrollees and prospective clients
• Respond to enquiries on healthcare plans, benefits, providers, and approvals
• Assist enrollees with provider-related enquiries and direct them to facilities
• Handle complaints and ensure appropriate escalation and follow-up
• Provide accurate information on benefits, exclusions, authorizations, and procedures
• Maintain accurate records of calls, enquiries, complaints, and resolutions
• Follow up on outstanding enrollee issues to ensure timely resolution
• Liaise with Claims, Medical, Provider, and other departments as needed
• Identify and escalate recurring complaint trends to management
• Maintain professionalism, empathy, and confidentiality with enrollees
• Meet call center performance targets (response time, resolution rate, satisfaction)
• Participate in training and continuous improvement initiatives

Requirements

• Bachelor's Degree/HND in Nursing, Microbiology, Public Health, Health Administration, or related discipline
• 2–3 years' relevant experience in an HMO, healthcare, health insurance, or medical environment
• Previous call center or customer service experience is an advantage
• Good knowledge of HMO operations and healthcare services
• Excellent verbal and written communication skills
• Strong interpersonal and listening skills
• Ability to remain calm and professional with difficult customers
• Good computer literacy, proficient in Microsoft Office
• Ability to multitask in a fast-paced environment
• Strong problem-solving and customer-service skills
• Must be resident in Lagos or willing to work from the Lagos office

How to Apply Send your CV to robson.n@anchorhmo.com using "Application – Call Center Executive (Lagos)" as the subject of the email.