Payment Scheme Advisor - Waterford Office - daytime (9am - 6pm M-F)

at  RelateCare Ireland

WE HAVE EXCITING NEW OPPORTUNITIES TO JOIN OUR TEAM IN THE NEW YEAR, WORKING FROM OUR WATERFORD OFFICES, LOCATED JUST OUTSIDE OF WATERFORD CITY!

Integrity, innovation, collaboration, empathy and excellence are values that we ascribe to, and we are looking for individuals who reflect these values in all that they do.
We deliver excellent customer service to patients across the US and Ireland, and would love the opportunity to meet you and see if you are the missing piece of the puzzle to complete our team! There are multiple positions available, and we are already reviewing applications so that we can set up interviews.

CANDIDATE REQUIREMENTS:

• Fluent verbal and written English language skills (and Irish as appropriate) and the ability to relay information to callers in an easily understood conversational manner.
• Exhibiting promptness and politeness using the appropriate language while answering applicant queries.
• Empathy and the ability to soothe anxious callers.
• Previous customer service experience (contact centre) essential.
• Ability to maintain confidentiality is essential.
• Excellent communication skills, both written and verbal in English (and Irish as appropriate)
• Ability to multitask.
• Advanced Computer literacy and ability to learn new systems. 100% accuracy in data entry will be a requirement.
• Adaptability to changes in processes and procedures.
• Ability to operate under pressure with grace and resilience.

• Handling enquiries received from applicants across phone, email and paper form channels.
• Understanding the applicant’s query and responding to it, ensuring that all parts are answered.
• Taking ownership of queries and providing information and other support as required by the applicant in order to progress his / her application.
• Guiding the applicant to relevant web pages on the MBIPS website that offer the information they seek, or the online application form.
• Escalating any issues or concerns which applicants may be raising, putting forward suggestions and providing feedback.
• Updating account information and performing general maintenance upon the applicant’s request.
• Processing of applications on the case management system including email and postal applications, as well as incomplete applications, including any necessary follow up.
• Supporting the decision-making process regarding the awarding or otherwise of financial payments and enhanced medical cards and informing the applicants.
• Responding to applicants in the prescribed format given by the Executive Office.
• Working efficiently towards achieving the agreed targets and meeting the specified quality standards.
• Handling multiple tasks simultaneously with appropriate priority while providing the required service.
• Maintaining data confidentiality and adhering to the information security and compliance requirements.
• Identifying risk if it arises and escalating accordingly.
• Participating in self-development training and in-house training when required.
• Other related and ad-hoc activities as may be required from time to time.