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NHIS Call Centre exceeds 100 percent performance in 2019|1/21/2020

The National Health Insurance Scheme (NHIS) Call Centre exceeded its performance for handling calls by over a 100 percent in the year 2019.

 

The Call Center was able to increase the volume of calls received by over 100%, in 2019 using the same number of staff from 54,545 in 2018 to 122,504 shown in the

According to the Call Centre Manager, Mrs. Hannatu Mustapha Adam, the prevailing issues mostly dealt with are Mobile Renewal Service, Membership ID cards, Missing Id Cards, Premium, Processing and other fees, Benefit Packages, New Registration, Location of district offices and Free Maternal Care.

 

She said the Call Centre continues to create and maintain a strong rapport between the National Health Insurance Scheme (NHIS) and its cherished members. She reaffirmed her team’sz commitment to handle the volume of calls for the subsequent years.

 

The Call Center The current NHIS Call Center was established in November 2016, within the Corporate Affairs Directorate of the National Health Insurance Authority (NHIA), Head Office in Accra.Its objective is to ensure that all enquiries, complaints and suggestions from stakeholders are satisfactorily addressed and well documented for Management decision making.

 

It is an in-bound Center positioned as the first point of call for inquiries, complaints and other concerns relating to the Scheme with the responsibility of receiving calls from mostly NHIS members and addressing their needs.

 

The calls are usually in the form of inquiries, complaints, observations, and comments offered in Eight (8) languages comprising, English, Hausa, Akan, Ga, Ewe, Dagbani, Nzema and Frafra.The NHIS Call Center was formally outsourced to a third party company until Management decided to bring the operation in-house in December 2015 and is opened from 7:00AM till 17:00PM on weekdays.

Outlook for 2020Plans are afoot to enhance the Call Centre with more superior technology and infrastructure to effectively offer responses to inquiries, complaints, and suggestions from members and non-members of NHIS.

 

This is envisaged to increase the capacity of the Call Center from the current 8 member seater operation to 20.

Source: ABDUL KARIM NAATOGMAH


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