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Cape Town, South Africa EXL Full timeExecutive-Customer Care Voice-Customer Experience EXL Cape Town, Western Cape, South Africa The intake agent will receive and review the fax images and start data entry in the system. Validate and verify the provider and member using all compliance metrics. Create the precert case and route the case to the appropriate bucket for initial or final review....
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Executive-Customer Care Voice-Customer Experience
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Executive-Customer Care Voice-Customer Experience Location: EXL Cape Town, Western Cape, South Africa Key Responsibilities Receive and review fax images and initiate data entry in the system. Validate and verify providers and members using all compliance metrics. Create pre-certification cases and route them to the appropriate bucket for initial or final review. Attach fax for existing pre-cert cases requiring additional information. Determine whether a case should be cancelled or built. Investigate previous case history to establish case outcome. Fax back providers with required information. Research specific drugs as needed. Capture data from the system into the template. Qualifications & Skills Proficiency in navigating multiple systems and keyboarding. Understanding of organizational goals and standards to meet quality and productivity benchmarks. Accurate and timely updating of databases. Ability to meet KPIs as per operational definitions and targets. Participation in User Acceptance Testing as required. Attendance of 98%‑100% during the training/nesting period. Typing speed of 25–30 words per minute with 90% accuracy. Flexibility to work varying hours with monthly schedule changes. Employment Details Seniority level: Not Applicable Employment type: Full‑time Job function: Other Industry: Business Consulting and Services #J-18808-Ljbffr
