Health Care – Customer Service – Voice Support
Health Care - Customer Service - Voice Support
Full Time
Work From Office
Powai, Mumbai
Position: Customer Service Agent
Industry: BPO
Domain: Health Care
Support Type: Voice - Inbound and Outbound
Work Location: Powai, Mumbai
Operation Hours: 1830 Hrs. IST to 0930 Hrs. IST
Transport Route: i. Powai - Thane, ii. Powai - Mira Road, iii. Powai - CST, iiii. Powai - Vashi
Week Off: April to September - Fixed Saturdays and Sundays, October to March - Rotational
Roles and Responsibilities:
Agents shall respond to general questions or take information received via both inbound calls from Callers and outbound calls related to a Prescription Drug Plan Program.
Calls will result from an outbound dialing system provided by Customer to be used on specific outbound calling campaigns mutually agreed.
In general, agents will discuss questions related to, but not limited to, health benefits, eligibility status/use, claim inquiries, requests for member materials, primary care physician changes, prescription coverage, and prescription benefits.
Agents or supervisors may also make manual follow-up outbound calls in response to the caller's initial contact or shall perform offline activities including:
· Vendor is required to manually call back Callers as part of both the client Experience Survey and Call Quality program.
· During System Downtime, Agents may be required to document caller information using manual downtime forms.
· Vendor shall ensure that adequate personnel are provided so that Customer's escalations are immediately addressed within twenty-four (24) business hours.
Industry: BPO
Domain: Health Care
Support Type: Voice - Inbound and Outbound
Work Location: Powai, Mumbai
Operation Hours: 1830 Hrs. IST to 0930 Hrs. IST
Transport Route: i. Powai - Thane, ii. Powai - Mira Road, iii. Powai - CST, iiii. Powai - Vashi
Week Off: April to September - Fixed Saturdays and Sundays, October to March - Rotational
Roles and Responsibilities:
Agents shall respond to general questions or take information received via both inbound calls from Callers and outbound calls related to a Prescription Drug Plan Program.
Calls will result from an outbound dialing system provided by Customer to be used on specific outbound calling campaigns mutually agreed.
In general, agents will discuss questions related to, but not limited to, health benefits, eligibility status/use, claim inquiries, requests for member materials, primary care physician changes, prescription coverage, and prescription benefits.
Agents or supervisors may also make manual follow-up outbound calls in response to the caller's initial contact or shall perform offline activities including:
· Vendor is required to manually call back Callers as part of both the client Experience Survey and Call Quality program.
· During System Downtime, Agents may be required to document caller information using manual downtime forms.
· Vendor shall ensure that adequate personnel are provided so that Customer's escalations are immediately addressed within twenty-four (24) business hours.
Apply for a job on the go!
Searching for a job has never been easy. Now you can find a job matching your skill set and career expectation, apply for jobs and receive feedback right on your mobile or tablet. Get on individualmatters.com and start your job search now!
