Customer Service Executive

- While complying to Indian and International Healthcare Regulations like HIPAA and GDPR, establish standards, procedures and policies for the Vera Customer Support Centre for handling healthcare customers queries / patient cases.

- Establish workflows for case handling standards and technics for different categories customer queries with a goal of optimal and high satisfactory resolution of the cases.

- Work with management team to setup an end to end world class customer care centre that of high technology setup, automated workflows and feedback tracking systems.

- Assess new tools that fits Vera Customer Support Centre standards, workflows and futuristic requirements and work with manager to implement them.

- Effectively handle inbound and outbound customer (patient) calls as per the company and Healthcare guidelines, procedures and policies.

- Work towards resolution of each customer call (case) with high satisfaction while maintaining low minimal turnaround time

- Maintain accurate log of all the inbound and outbound calls. Keep records of customer interactions and file the documents as per company and Healthcare standards

- Build sustainable customer relationships by providing excellent customer services or assistance by maintaining thorough TAT.

- While handling customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

- Provide accurate, valid and complete information by using the right methods/tools.

- Work with customers over the phone to identify and asses their needs to achieve resolution.

- Multi-task, prioritize, and manage time effectively.

- Continuously enhance current and create new workflows for assisting different customer cases and work towards automating them.

- Customer orientation and ability to adapt or respond to different types of characters.

- Excellent communication and presentation skills

- Troubleshoot by investigating into the root cause of the problem.

- Must make sound judgments while complying to company and healthcare standards.

- Provide excellent customer service by paying profound attention to customer intentions.

- Maintain extreme confidentiality of company and consumer/patient information. Any violations would result in legal actions.

- Comply to all company regulations, standards and policies

- Build new employee training systems to train and mentor upcoming employees with high quality standards and low ramp-up time.

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