Customer Care Officer (Portland, Jamaica) - NERHA

 NORTH-EAST REGIONAL HEALTH AUTHORITY

CUSTOMER CARE OFFICER (GMG/AM 3)

The North-East Regional Health Authority, a statutory body under the Ministry of Health & Wellness with responsibility for the management and delivery of health care and public health services within the parishes of St. Ann, St. Mary and Portland, is seeking dynamic, proactive and forward-thinking individuals to fill the position of Customer Care Officer (GMG/AM 3) at the Portland Health Department.

Summary:
Reporting to the Parish Administrator, the incumbent is responsible to assist the general public in all aspects of their interaction with the Organization with the objective of achieving the mandate of the organization. The incumbent will also manage customer inquiries, complaints and interact with customers to
provide and process information.

Qualifications & Experience:

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration
• At least two (2) years in Customer Service or performing related functions

Specific Knowledge Required:

• Knowledge of the MDA’s Policies & Procedures
• Knowledge of GOJ Customer Service Policies & Procedures Switch Board Operating Skills
• Proficiency in relevant Software Applications
• Good oral and written communication skills
• Strong customer service orientation

Key responsibilities will include but are not limited to:

• Maintains portfolio and be knowledgeable of the organization products and services
• Maintains portfolio of the business processes of all services of the organization
• Maintains database on key customers of the organization and tracks customers interface with the
• organization
• Recommends new systems, procedures or working practices to improve customer service efficiency
• Assist with customer enquiries or complaints by phone, email or direct interaction
• Maintains a log of customer complaints and queries
• Collates information and prepares monthly/quarterly and annual reports

REMUNERATION PACKAGE PER ANNUM:

• Salary Scale: $1,984,305 – $2,668,670 per annum

Applications along with a detailed resume should be sent no later than Friday, February 16, 2024 to:

The Director,
Human Resource Management &Development,
North-East Regional Health Authority,
34-38 Ocean Village Shopping Centre, Ocho Rios,
St. Ann.

E-mail: jobs@nerha.gov.jm or Fax: (876) 795–2747.

WE THANK ALL APPLICANTS FOR RESPONDING, HOWEVER, ONLY SHORT-LISTED APPLICANTS WILL BE ACKNOWLEDGED.

Customer Care Officer (St. Elizabeth, Jamaica) - Southern Regional Health Authority

 Location: Black River, St. Elizabeth | Black River Hospital

Salary and benefits: $1,984,305 - $2,668,670 per annum 

Customer Care Officer (GMG/AM 3)

The incumbent, overseen by the Senior Customer Care Officer, collects client information, provides direct assistance, and maintains client relations per service agreements and the Government of Jamaica Citizens Charter.


Job Purpose

Under the general supervision of the Senior Customer Care Officer the incumbent will be responsible for collecting and providing client related information and providing direct assistance to clients in accordance with established standards. The incumbent will facilitate a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter.

Qualifications and Experience:

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration or equivalent
• At least two (2) years in Customer Service or performing related functions
• Knowledge of Customer service principles and practices

Required Knowledge, Skills & Competencies

Core:

• Strong communication abilities in the oral and written formats
• Excellent customer service, problem solving skills and ability to manage the client interface A record of demonstrated creativity
• Proven time management skills
• Well-developed human relations and emotional intelligence skills
• Demonstrated leadership ability
• Proven planning and organization ability
• Computer literacy including the ability to work with word processing, graphic design, desk top publishing and spreadsheet software
• Ability to develop and maintain positive and cooperative working relationships
• Ability to work on own initiative
• Security conscious, flexibility and confidentiality

Technical:

• Database Entry
• Report Writing Skills
• Proficiency in relevant Software Applications
• Knowledge of the Ministry of Health & Wellness Policies & Procedures
• Knowledge of GOJ Customer Service Policies & Procedures

Key responsibilities will include:

• Acts as patient advocate.
• Influences customer service interaction by displaying and maintaining professionalism and courtesy to all.
• Responds to clients’ needs, requests and concerns as is appropriate.
• Identifies bottlenecks in the existing services where it prevents the patients/relatives from accessing the services in a timely manner.
• Liaises with department supervisors to ensure that support services for patients are provided in an efficient and effective manner.
• Ensures that patients who received service and are health insurance card holders are approached and directed to the cashiers for billing.
• Ensures that patients with special needs are given the necessary support within established policies and sources.
• Monitors waiting time and identify impediments and intervene where possible.
• Assists ward patients in getting appointments and the retrieving of results for diagnostic test.
• Assists ward patients in getting financial/relevant documentation from the hospital to conduct their external investigations.
• Maintains a link between Accident and Emergency and the wards (Nurse in charge) with regards to the availability of beds.
• Collects data on clients to facilitate workload/activity report and demand/utilization report to include
• Number of clients who access service
• Number of clients registered
• Number of clients referred
• Number of complaints received
• Communicates relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Informs patients of the reasons or possible reasons for any delay in service.
• Assists members of staff who need clarification on services and ensures compliance with the regulations.
• Keeps a daily log of client complaints and follow through for a resolution where appropriate.
• Disseminates questionnaires to solicit feedback on the services offered.
• Provides the necessary advice to clients who present requests that conflict with established professional standards, regulations and policies.
• Helps to develop and maintain action plans for improving customer service interactions that will facilitate a positive image of the Hospital.
• Assists in analyzing and solving problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the relevant managers.
• Alerts the security guards to any unusual or suspected unsafe situations that may be observed.
• Performs other related duties as directed in accordance with guidelines of the Hospital.

Send applications and resumes should be sent no later than December 11, 2023 to:

The Assistant Human Resource Officer
Black River Hospital
45 High Street, Black River, St. Elizabeth
Tel: (876) 965-9294

E-Mail:  brhpersonneldept@gmail.com 

Please note that only shortlisted applicants will be acknowledged.

Customer Care Officer (Kingston, Jamaica) - National Health Fund

 

Applications are invited from suitably qualified persons to fill the post of:

CUSTOMER CARE OFFICER

ROLE AND FUNCTIONS OF JOB:

• Respond to queries and complaints via email, telephone or any other customer service application developed for optimizing customer service efficiency.
• Represent the National Health Fund at Health Fairs and other promotional events held on week days, weekends and public holidays - upon request
• Relieve Receptionist/Telephone Operator upon request
• Handle customer inquiries relating to the processing of NHF Claims/transactions, Order processing, billing and payment inquiries, account modifications and other product/service information.
• Process drug advance requests
• Facilitate overrides for pharmacy and beneficiary
• Administer customer feedback tool
• Perform data entry operations
• Process application and change forms for JADEP and NHF members
• Issue replacement membership cards for JADEP and NHF members.
• Print and package for distribution membership cards for JADEP and NHF members.
• Perform administrative duties to support the Card production and distribution process.
• Provide customers with product and service information
• Provide Customer Service resolutions in a timely manner.
• Document all customer service interactions
• Utilize several platforms simultaneously to respond to the diversifying request of customers.

SPECIFIC KNOWLEDGE REQUIRED:

• Excellent inter-personal skills
• Excellent oral and written communication skills
• Ability to establish and maintain harmonious working relationships
• Ability to plan, lead and manage multiple priority projects simultaneously.
• Ability to provide professional customer service based on strong principles and ethics.
• Computer Literacy
• Time management skills

QUALIFICATIONS & EXPERIENCE:

• B.Sc. Degree in Management Studies/Public Relations or similar field
• Training in customer service/public relations
• At least two (2) years’ experience in customer service or call centre environment.
• Any equivalent combination of qualifications and experience

Applicants are invited to submit their applications no later than Wednesday, August 2, 2023 to:

The Human Resource Department,
NATIONAL HEALTH FUND,
6th Floor, The Towers,
25 Dominica Drive,
Kingston 5.

Email: vacancies@nhf.org.jm

NB. We appreciate all responses, but only short listed candidates will be contacted.