Prepaid Medicare Services Limited, a leading Health Maintenance Organisation (HMO) and a major player in the Nigeria Health Insurance Industry with Head Office in Abuja seeks to fill the under-listed position with competent, experienced and dedicated individuals

We are recruiting to fill the positions of:

Job Title: Call Centre Agent
Job Ref: CCA-ABJ-10-13

Job Location: Abuja


  • To answer and or/initiate customer calls, respond to customer needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.
  • Modelling effective communication skills, call centre agents must be knowledgeable about the products arid services of Prepaid Medicare Services Ltd HMO.
  • Function as an information source through telephonic assistance to members, providers, billing agencies, and various company/department staff.
  • Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
  • Interact with provider community and various departments to resolve issues involving the membership and credentialing status.
  • Explain benefits, eligibility status, enrollment processing procedures and status of authorizations arid referrals to callers.
  • Conduct member outreach calls as assigned to pro-actively educate members on services available (Welcome Calls)
  • Process complaints, following established guidelines.
  • Maintain knowledge of National guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
  • Answer calls professionally and respond to customer inquiries.
  • Identify and escalate priority issues



  • Minimum of an OND in any of the Sciences, Marketing, Insurance or any other relevant field
  • HMO Experience is an added advantage
  • Knowledge of the operations of the National Health Insurance Scheme (NHIS) will be an added advantage
  • Excellent customer relationship skills
  • Good communication/presentation skills (both oral and written)
  • Ability to communicate effectively in both oral and written English language
  • Must be a team player, able to build arid maintain effective and collaborative sales and marketing network.
  • Must be able to take responsibility arid demonstrate high level of integrity in dealing with all stakeholders
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required.
  • Good Typing Skills
  • Attention to details
  • Professional development through participation in continuing education and professional organisations
  • Good verbal and written communications skills
  • Conversant with the HMO processes and Maintenance
  • Must also be good in coordination, listening, scheduling and teamwork
  • Must possess good administrative skills
  • Superior problem solving skills
  • Ability to explain detailed instructions articulately and clearly
  • Ability to analyse information promptly
  • Exceptional customer services skills
  • Proficient in relevant computer applications
  • Knowledge of customer service principles and practices
  • Knowledge of call centre telephony and technology
  • Relevant product knowledge




  • Use job title and job reference as the subject of your email/letter


Application Deadline:  29th October, 2013

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