
Manager-Medical Servicing, Contact Centre
2 weeks ago
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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