IOH Comms-Customer Service Representative

Role Overview

This position sits at the heart of our client service operations, acting as the primary link between our organisation, its clients, and insurance partners. You will handle a steady flow of inbound enquiries across email and phone, taking full ownership of each interaction from first contact through to resolution by logging, assessing, and responding to requests the same day. Your attention to detail directly impacts whether medical treatments can be approved and reimbursements processed smoothly, making you a critical part of the overall customer experience.

Key Responsibilities

• Own designated client accounts and contracts, responding to all inbound emails, calls, and letters promptly and accurately without needing to escalate straightforward queries.
• Manage simultaneous communication flows in a hybrid setup, alternating between live phone conversations and written correspondence based on daily priorities and queue volumes.
• Review and assess medical reports to decide whether an initial Letter of Guarantee can be issued to healthcare providers, ensuring all submitted information meets approval criteria.
• Check that reimbursement claim documents are complete and accurate before forwarding them to the Claims Team for further processing.
• Maintain and follow up on a personal work queue, closing out every assigned email and case before the end of the working day.
• Monitor shared communication queues to prevent unanswered or abandoned calls, escalating systemic issues to supervisors when patterns emerge.
• Investigate and resolve client complaints by identifying root causes, documenting findings, and recommending workflow improvements that boost overall satisfaction.
• Keep meticulous records and filing systems, translating medical reports or other documents when language support is needed.
• Assist supervisors with preparing presentations, statistics, and analyses, while sharing relevant information with internal teams such as Finance, Accounting, Marketing, and International Customer Services.

Requirements & Qualifications

• Bachelor’s degree in any discipline, or equivalent professional experience that demonstrates the same level of capability.
• At least one year of hands-on customer service experience, specifically handling inbound phone calls in a structured environment.
• Fluent professional proficiency in English is mandatory; an additional foreign language is a distinct advantage for serving diverse client bases.
• Strong decision-making skills, with the ability to act on assigned files using available information and communicate those decisions clearly in writing.
• Excellent written communication skills, producing accurate and complete email responses that require no follow-up clarification.
• Disciplined approach to following procedures, agreements, and document flows, while safeguarding sensitive medical information with discretion.
• Efficient work style that balances speed with accuracy, prioritising quality without compromising productivity targets.
• Team-oriented mindset, comfortable giving constructive feedback and supporting colleagues to maintain a cooperative working atmosphere.
• Quick learner with solid computer proficiency, able to master office applications and internal systems without extensive training.