Manager-Medical Servicing, Contact Centre

2 weeks ago

Noida, India Niva Bupa Full time

Greetings from Niva Bupa

Department- Customer Service

Designation- Manager-Medical Servicing

Location- Noida,59

Role & responsibilities

  • Develop and implement long-term strategies to elevate contact centre performance in medical servicing.
  • Leverage medical expertise to enhance customer interactions, ensuring the team is wellequipped with the latest healthcare knowledge by conducting training sessions.
  • Define success metrics and KPIs that align contact centre SLAs with business objectives and industry best practices.
  • Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
  • Foster a customer-centric culture, emphasizing proactive issue resolution.
  • Drive data-driven decision-making, leveraging analytics to optimize operational efficiency and customer satisfaction.
  • Collaborate with cross-functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
  • Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact center teams.
  • Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.

Key Requirements - Experience & Skills

  • A minimum of 5-8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting.
  • Strong knowledge of medical terminology, insurance claim procedures, and billing codes.
  • Ability to contribute to revenue basis cross sell.
  • Excellent verbal and written communication skills.
  • Strong presentation skills

Interested candidates can share their CV at HR ANjali) with a subject "CV For Manager-Medical Servicing"

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