Job Description
Act as a first line support between employees & the medical staff and medical providers.
Make sure Log received queries clear. - Resolve queries quickly and efficiently or direct the employee to the right channel.
Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures.
Supervise resolve as many requests as possible on first call resolution, reducing the number of inquiries redirected to next level of support.
Prepare weekly & monthly analysis report about Call center activities.
Provide an advisory service to employees ensuring that they are fully aware of their medical benefits.
Deliver services at the defined at the SLAs / KPIs and drive operational efficiency and continuous improvement.
Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs.
Identify service delivery and process improvement opportunities in the assigned process.
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved.
Efficiently and in full compliance with relevant legal, company and process requirements.
Partner with team to execute plans to improve customer satisfaction with a focus on processes.
Manage escalation and takes ownership for ultimate issue resolution.
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.
Ensure knowledge management platform is updated.
Qualifications/Requirements
- 2-3 years of experience in Medical Call Center field
- Good communication skills
- Team Management experience
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