Analyst - Live Chat Process || Pune

Team Member Voice and Live Chat and (AXA Health)

Who is AXA Health?

Were AXAs UK health and wellbeing specialists. We help people be the best version of themselves, whatever that means to them. AXA Health is a UK Health insurance company.

What is health insurance?

Private health insurance gives you access to eligible health treatment when you need it. From seeing a specialist for diagnosis to having a comfortable private hospital stay, were there to look after your health and wellbeing. We offer a range of levels of cover and premiums to best suit everyone's specific needs.

Voice Process and Live Chat

The role involves handling end-to-end inquiries related to health insurance members, including pre-authorization, policy servicing, claim assessment, complaints, and other policy and claims-related queries through live chat, email, and inbound voice calls. To effectively respond to these queries, professionals need a comprehensive understanding of the organization's entire products & services portfolio.

These representatives engage with members via email, live chat, and Voice platforms, ensuring timely and accurate responses to their inquiries. To maintain efficiency, key performance indicators such as Chats/Calls per Hour (CPH), Average Speed to Answer (ASA) and quality of response are monitored, ensuring optimal member interaction management.

• Engage with members via live chat and inbound voice calls to address inquiries related to health insurance policies, such as pre-authorization, policy servicing, claim assessment, complaints, and other policy and claims-related queries.
• Ensure timely and accurate responses while adhering to ASA targets.
• Need to a have deep understanding of health insurance policies, procedures, and claim processing to provide accurate and timely assistance to members.
• Understanding of the life cycle of the AXA Health insurance claims life cycle from Policy Servicing, Underwriting, Pre-authorization, Assessment, Complaints. Provider sourcing etc.,
• Collaboration with internal teams will be essential to resolve complex member issues and will be expected to escalate cases when necessary to ensure timely resolution.
• Handle both live chat and inbound voice calls, maintaining professionalism and empathy in each interaction.
• Require accurately documenting member interactions and information for tracking and reporting purposes.
• Create and maintain a Complaint log for members expressing dissatisfaction regarding services.
• Handle customer complaints effectively, providing appropriate solutions and following up to ensure resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements while assisting members with their inquiries.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Would be required to work in rotational shifts (including Saturdays and Sundays)
• Would be required to work between 8 AM to 8 PM UK Time PM to 2.30 AM IST) with strict scheduled breaks. These would rotational shift.

Other Requirement

• Excellent communication skills with a strong command of language as this process requires interaction with UK Customers
• Competence in engaging with members through live chat and voice calls effectively.
• Strong problem-solving skills and the ability to handle member inquiries with empathy and professionalism.
• Detail-oriented and capable of documenting member interactions accurately.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment. This team would require taking concurrent chats.
• Strong problem-solving skills and the ability to empathize with members while providing effective solutions.
• Ensure Strong problem-solving skills and the ability to handle member inquiries with empathy and professionalism.
• Detail-oriented and capable of documenting member interactions accurately and ensure high CSAT Score from the survey sent out.
• Knowledge of medical terminology
• Typing Proficiency: 40-60 wpm.
• Graduate / post-graduate degree