MOL and Live Chat Process/Analyst

Team Member Member Online Team & Live Chat

MOL and Live Chat Process

The process involves addressing end to end inquiries related to Members (Health insurance) 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.

Job Description

• 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 health insurance policies, procedures, and claim

processing to provide accurate and timely assistance to members.

• Understanding of the life cycle of the AXA Health insurance 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 company’s 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.