Customer Service Associate

**Position Title**: Customer Service Associate

**Location**: Viskahpatnam

**Employment Type**: Full-Time

**Job Summary**:
**Key Responsibilities**:
**Cashless Claims Process**:

- Promptly respond to customer calls regarding hospital admissions.
- Advise customers on the benefits of opting for cashless hospitalization.
- Provide a list of network hospitals where cashless services are available.
- Guide customers through the pre-approval process with the insurance desk.
- Assist in obtaining discharge approval after treatment completion.
- Follow up with the insurance company using the claim number provided by the hospital.

**Reimbursement Claims Process**:

- Handle customer calls related to visits to non-network hospitals.
- Advise on the process of notifying insurers about the claim.
- Guide customers in collecting required medical bills and forms.
- Share a checklist to help customers organize documents for claim submission.
- Assist customers in submitting documents online or via courier.
- Monitor and update customers on the status of submitted claims.
- Resolve queries and ensure timely payment disbursement after claim approval.

**Health Checkups Coordination**:

- Schedule health checkup appointments as per customer requests.
- Verify customer authentication through OTP for website login.
- Organize comprehensive health checkups, including date, time, and location details.
- Provide options for home service or center-based health checkups.
- Share confirmation details and ensure timely delivery of health checkup reports.

**Endorsements Management**:

- Collect necessary data from corporate HR for insurance endorsements.
- Accurately enter and update collected data in relevant systems.
- Navigate ICICI and third-party portals for data submission.
- Upload data files and premium breakdown reports to respective portals.
- Coordinate with HR for endorsement approvals and payment processing.
- Distribute E-cards post-endorsement approval.

**Customer Feedback Management**:

- Schedule and conduct Google reviews and testimonial calls with customers.
- Document and compile customer feedback for service quality improvement.
- Analyze feedback trends and share insights for continuous improvement.

**Ticket Management in Zoho**:

- Raise tickets in the Zoho system for all customer interactions.
- Ensure timely resolution by coordinating with internal departments.
- Maintain detailed records of ticket statuses and resolutions.

**Immediate Availability & Emergency Response**:

- Ensure prompt availability to answer customer calls, especially during emergencies.
- Provide empathetic and efficient assistance for emergency claims.
- Coordinate emergency response with insurance providers for quick claim processing.

**Corporate Policy Renewals**:

- Coordinate with corporate clients for policy renewals.
- Request and compile data for renewal quotations.
- Liaise with insurance providers to obtain competitive renewal quotes.
- Present renewal options and ensure timely policy renewals.

**Customer Satisfaction Enhancement**:

- Engage with customers to understand their needs and provide personalized assistance.
- Implement strategies to enhance customer satisfaction and loyalty.

**Customer Education and Support**:

- Conduct training sessions or provide information on insurance processes and benefits.

**Continuous Improvement**:

- Identify and implement opportunities for service delivery and operational efficiency improvements.

**Team Collaboration**:

- Work with other departments to resolve customer issues and improve service quality.

**Compliance and Quality Assurance**:

- Ensure compliance with regulatory requirements and internal quality standards.

**Reporting and Documentation**:

- Maintain accurate records, prepare reports, and document customer interactions.

**Problem Resolution Management**:

- Handle escalated customer issues and ensure prompt resolution.
- Collaborate with relevant departments for complex queries.

**Quality Assurance**:

- Conduct quality checks on customer interactions to ensure service standards are met.
- Provide feedback and coaching to team members to improve service quality.

**Qualifications**:

- Bachelor’s degree or equivalent experience in customer service or a related field.
- Minimum 2 years of experience in a customer service role, preferably in insurance or healthcare.
- Strong communication and interpersonal skills.
- Proficiency in using ticketing systems like Zoho and navigating insurance portals.
- Ability to handle high-pressure situations, especially during emergencies.
- Attention to detail and strong organizational skills.

**Compensation**:

- Competitive salary commensurate with experience.
- Benefits package including health insurance, paid time off, and professional development opportunities.