Manager – Medical And Customer Service

3 weeks ago

Noida, Uttar Pradesh, India Mancraft Consulting Full time

Primary Role Description We are seeking a manager with a strong medical background MBBS BAMS Dental preferred to drive excellence in customer servicing within our contact centre The Manager - Contact Centre Medical Servicing will be responsible for developing and executing forward-thinking strategies to enhance customer experience operational efficiency and medical knowledge integration This role requires a visionary approach to optimizing service delivery reducing repeat contacts through first-time-right solutions and ensuring the contact centre operates as a centre of excellence in medical customer engagement Key Roles 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 centre teams Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process Key Requirements - Education Certificates Must be a medical graduate i e BDS BPT BHMS BAMS BUMS etc 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 Ability to handle high call volumes and prioritize customer needs effectively Strong problem-solving and decision-making abilities Attention to detail and accuracy in data entry and documentation Exceptional customer service skills with a friendly and professional demeanor Proficiency in using computer systems including customer relationship management CRM software and Microsoft Office Suite Ability to work effectively in a team-oriented environment Flexibility to work in shifts as per business requirements

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