Purpose of the Role:

The Customer Service Representative responsible for taking care of the customer's needs by providing assistance by answering product and service questions; suggesting information about health products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. A health insurance customer service representative should be thoroughly familiar with the company’s line of insurance products and coverage options. You will be charged with helping potential customers evaluate and judge the merits of various plans to help them select the most appropriate type of coverage for their unique individual needs.

As a healthcare Customer Service Representative, you will be responsible for successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between our company and its customers. In addition, you will be responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes.

 Entering patient information into a customer information system

 Ensuring customer satisfaction

 Assisting them with issues/concerns related to their health insurance

 Serving as a backup when other employees are out due to absent staff members

 Making decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers No of Subordinates

– 00 Financial KPIs –

 Customer Satisfaction Score

 Average response time

 Average resolution time

Main Responsibility

1. To handle Inbound & out bound Calls. 98% calls needs to be answered with the abandoned ratio of 2%.

2. To handle Emails received from the customers. Should attend all the email received in a day.

3. To handle Chats received from the customers. Should respond all the chats received in a day.

Qualification and Experience Requirement Education :

Undergraduate / Graduate in any stream

Experience : 0-2 Years in customer care

Functional Skills(Role Specific)

 Good communication skills

 Good knowledge in Computer

 Basic knowledge in MS Office