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Customer Relationship Management -Team Leader Medi Assist

3 - 8 years

4 - 5 Lacs

Bengaluru

Work from Office

Team Leader JD Responsibilities • Analyze call center data to generate valuable insights to predict customer trends. • Track key quality assurance metrics for improvement strategies. • Monitor KPIs, track quality metrics and provide regular analytics reports to upper management. • Make recommendations on process and policy improvements from reports. • Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations. • Develop and improve knowledge of products and knowledge of call center performance and functional requirements. • Tech-driven solution that will enhance customer experience and reduce manual efforts from the human • System platform creation to view the information that can be communicated to the customers to avoid the errors and bring the uniformity of information across the LOB. Customer Service/Satisfaction Responsibilities • Review agents conversations across all contact touch points to measure teams performance and track customer support quality. • Contribute to call calibration sessions to evaluate agent performance. • Identify lapses in agents performance and provide constructive feedback for improvement. • Engage in customer listening to identify customer pain points and expectations. • Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. • Serve as an intermediary for escalations from agents and customers. • Ensures communication is effectively delivered and appropriately addresses all customer concerns. Operational/Business Process Responsibilities • Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support. • Identify process improvement opportunities to update SOPs. • Implement and ensure compliance with the company’s policies on customer service quality. • Report support teams’ performance to supervisors and maintain monthly performance logs. • Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies. • Provide recommendations to HR on the employment of call center agents. • Support recruiting and onboarding processes as appropriate. Interested candidates can share their CVs with varsha.kumari@mediassist.in

Posted 2 months ago

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Customer Relationship Management -Team Leader Medi Assist

4 - 6 years

4 - 5 Lacs

Bengaluru

Work from Office

Receive and check claim documents for completeness and advice employees regarding pending documents, if any. Track and control documents to ensure TAT of claims/cards as per SLA. Feedback from Insurers and Corporates. Additional revenue opportunities from existing Corporates. Non voice coordinator Respond to queries from the employees of the corporate through e-mails. Maintain weekly reports on claims and queries and the TAT of the same Escalate issues as per the escalation matrix. To attend to any other assignments assigned to you from time to time. Voice coordinator Respond to queries from the employees of the corporate over Phone Maintain weekly reports on claims and queries and the TAT of the same Escalate issues as per the escalation matrix. To attend to any other assignments assigned to you from time to time. Interested candidates can share their CVs with disha.raman@mediassist.in or WhatsApp on 8904968911.

Posted 3 months ago

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Medical Billing Executive/Senior executive-Account Management. Medi Assist

0 - 3 years

2 - 4 Lacs

Bengaluru

Work from Office

Receive and check claim documents for completeness and advice employees regarding pending documents, if any. Track and control documents to ensure TAT of claims/cards as per SLA. Feedback from Insurers and Corporates. Additional revenue opportunities from existing Corporates. Non voice coordinator Respond to queries from the employees of the corporate through e-mails. Maintain weekly reports on claims and queries and the TAT of the same Escalate issues as per the escalation matrix. To attend to any other assignments assigned to you from time to time. Voice coordinator Respond to queries from the employees of the corporate over Phone Maintain weekly reports on claims and queries and the TAT of the same Escalate issues as per the escalation matrix. To attend to any other assignments assigned to you from time to time. Interested candidates can share their CVs to disha.raman@mediassist.in or WhatsApp on 8904968911.

Posted 3 months ago

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