01Responsibilities
- Develop and implement long-term strategies to elevate contact centre performance in medical servicing.
- Leverage medical expertise to enhance customer interactions, ensuring the team is wellequipped with the latest healthcare knowledge by conducting training sessions.
- Define success metrics and KPIs that align contact centre SLAs with business objectives and industry best practices.
- Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
- Foster a customer-centric culture, emphasizing proactive issue resolution.
- Drive data-driven decision-making, leveraging analytics to optimize operational efficiency and customer satisfaction.
- Collaborate with cross-functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
- Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact centre teams.
- Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.
Key Requirements Education & Certificates:
- Must be a medical graduate i.e BDS, BPT, BHMS, BAMS, BUMS, etc
Key Requirements - Experience & Skills:
- A minimum of 5-8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting.
- Strong knowledge of medical terminology, insurance claim procedures, and billing codes.
- Ability to contribute to revenue basis cross sell.
- Excellent verbal and written communication skills.
- Robust presentation skills.
- Ability to handle high call volumes and prioritize customer needs effectively.
- Solid problem-solving and decision-making abilities.
- Attention to detail and accuracy in data entry and documentation.
- Exceptional customer service skills with a friendly and professional demeanor.
- Proficiency in using computer systems, including customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to work effectively in a team-oriented environment.
- Flexibility to work in shifts as per business requirements. .
