Manager Medical

7 hours ago

Noida, Uttar Pradesh, India Mancraft Consulting Full time ₹ 12,00,000 - ₹ 36,00,000 per year


Job Description:

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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