MOL and Live Chat Process

Team Member Member Online Team & Live Chat

MOL and Live Chat Process

The process involves addressing end to end inquiries related to Members pre authorization, policy servicing, claim assessment, complaints, and any other policy and claims related queries through Live chat or email. These professionals are required to have a complete understanding of all the products/services portfolio to aid in responding to queries.

• Seeking bright, articulate, detail-oriented candidates with a desire to help us exceed our customers expectations. Our Member Online and Live Chat team plays a critical role in delighting our customers through delivering timely, accurate, and professional service via email and Live Chat.
• Need to a have deep understanding of client policies, procedures, and claim processing to provide accurate and timely assistance to members.
• Understanding of the life cycle of the client claims life cycle from Policy Servicing, Underwriting, Pre-authorization, Assessment, Complaints. Provider sourcing etc.,
• Collaboration with internal teams will be essential to resolve complex member issues and will be expected to escalate cases when necessary to ensure timely resolution. • Require accurately documenting member interactions and information for tracking and reporting purposes.
• Create a Complaint log where the member expresses dissatisfaction regarding the services.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements while assisting members with their inquiries.
• Stay always updated with companys new product/services and policies. • Meeting individual and team-based productivity targets, including the handling of a minimum of 2 concurrent chats while maintaining high-quality service.
• Achieving and maintaining a customer satisfaction rating of 95+
• Meeting response time targets for live chat and email inquiries, with an average response time of 2 mins or less for live chat and less than 24 hours for emails. • Demonstrate a customer-centric approach by maintaining a positive and professional demeanor during all customer interactions.
• Uphold the company's values of exceptional customer service by ensuring that all communication, whether through live chat or email, is conducted in a courteous and respectful manner.
• Display empathy and understanding towards customers' inquiries and provide solutions in a patient and helpful manner.
• Strive to exceed customer expectations by consistently delivering a high standard of service and actively seeking opportunities to enhance the customer experience. • Maintain regular break schedule and demonstrate discipline in adhering to company policies and procedures.
• Professional Experience in healthcare insurance will be an added advantage.

  Job Qualifications

• Graduate / post-graduate degree.
• Typing Proficiency: 40-60 wpm.
• Excellent communication skills with a strong command of written language as this process requires interaction with UK Customers (Communicate professionally, use proper grammar, punctuation, and spelling in complete)
• Competent in MS office and web browser environments.
• Work in rotational shifts between 07:30 AM to 1:30 AM (IST), Monday to Sunday. • Weekly off - 2 days