Team supervisor - Medical Telecallers

Supervisor In-House Tele MER Operations & Calling Team

Quality analyst and Primary SPOC/ trainer

Role & responsibilities

• Manage end-to-end Tele MER operations and daily functioning of Doctors and Calling Teams.
• Monitor productivity, TAT, attendance, workload allocation, and operational efficiency.
• Act as the primary SPOC for operational queries, escalations, and stakeholder coordination.
• Support Sales and Distribution teams for timely case closure and policy issuance.
• Conduct onboarding, process training, refresher training, certifications, and coaching sessions.
• Develop and maintain SOPs, process guides, training materials, and knowledge repositories.
• Lead quality assurance activities by auditing Tele MER cases, call recordings, and medical assessments.
• Identify quality gaps, process deviations, and improvement opportunities through regular audits.
• Conduct calibration sessions with Doctors, Operations, Sales, Underwriting, TPAs, and Quality teams.
• Drive corrective and preventive actions (CAPA) to improve quality and reduce operational errors.
• Ensure compliance with underwriting guidelines, operational SOPs, regulatory requirements, and quality standards.
• Prepare and publish productivity reports, audit reports, and management presentations.
• Analyze operational and quality trends and provide actionable business insights.
• Drive automation, digitization, and process improvement initiatives to enhance operational efficiency.
• Coordinate with Underwriting, Sales, IT, HR, TPAs, Vendors, and Business Stakeholders for smooth process execution.

Preferred candidate profile

• Strong knowledge of HealthInsurance Operations and Tele MER processes.
• Understanding of underwriting requirements, customer verification, and medical assessment processes.
• Experience in team management, quality auditing, coaching, and stakeholder management.
• Advanced Microsoft Excel skills (Pivot Table, XLOOKUP/VLOOKUP, Dashboards, MIS Reporting, Data Analysis).
• Strong PowerPoint and presentation skills.
• Technology-oriented with a passion for automation, digital tools, and process enhancement.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, training, and people management skills.

• Graduate in medical science (BDS, BAMS, BHMS, MBBS)

• Minimum 2-3 years of team handling experience.

• Prior experience managing Doctors, Telecalling Teams, Quality Audits, or Insurance Operations will be preferred