Key Responsibilities:

- Regular client visits for orientation and member meetings

- Educating the members with policy parameters and services offered by UnitedHealthcare India to them

- Providing clarifications and support to any member queries.

- Achieve Customer Delight by constantly adhering to and enhancing the high service standards set by company

- To be in position to understand the set standards and having the ability to enhance the processes to meet growing customer needs.

- To take all possible steps for maintaining service levels (TATs, presentations, visits etc) as promised by the Sales and Account Management team.

- To ensure that the members are aware of the internal processes followed in UnitedHealthcare India related to them

- Inter and Intra-departmental Coordination - To ensure that all customer deliverables are executed within set timelines by coordinating with various internal departments, work as part of a team and ensure that the Account Management and CSL Team is equipped with relevant and correct information in order to achieve customer satisfaction

- To ensure that all internal and external communication is documented clearly.

- To Act as backup for the other functions of the team as and when required

- To have complete understanding of operations/processes and should adhere to protocols, also give constructive feedback on the effect it has on enhancing customer relationships so that the process can be modified and enhanced to maximize customer satisfaction

- To provide all possible support for renewal of the relationship with the client

- To be able to escalate matters as and when required to the right people in the escalation matrix in order to achieve timely resolution

- Recovery of documents for claims sent

- Follow up on Employee disallowances

- Maintain a weekly scheduler with a list of all the activities for the previous week and the next week

- May also have to perform all above duties out of client location as an implant

Performance Parameters Benchmarks:

1. Resolving queries from client/members Within 1 working day

2. Client Visits as per agreed schedule 100% compliance

3. Weekly Scheduler 100% compliance necessary

4. Document Recovery 60% compliance necessary

5. Member Orientation (new joinee and refresher) At least 4 a month - 100% compliance necessary

6. Recovery on the Employee Disallowances 60% compliance necessary

Qualifications :

- Education - Bachelors Degree (or equivalent) in Management, preferably hospitality or marketing

- Experience - 1-3 years in customer service function in the service industry.

Personality:

- Excellent inter personal skills necessary.

- Strong process and operation skills are an added advantage

- Reliable, tolerant and patient when dealing with others (inter and intra departmental co-ordination)

- Should posses Problem solving skills

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.