MOL and Live Chat Process
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 or email. 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 and live chat platforms, ensuring timely and accurate responses to their inquiries. To maintain efficiency, key performance indicators such as Chats per Hour (CPH), Average Speed to Answer (ASA) and quality of response are monitored, ensuring optimal member interaction management.
Engage with members through live chat to address inquiries related to health insurance policies, such as pre-authorization, policy servicing, claim assessment, complaints, and other policy and claims-related queries 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.
Require accurately documenting member interactions and information for tracking and reporting purposes.
Create a Complaint log where then member expresses dissatisfaction regarding the services.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Ensure compliance with company policies, procedures, and regulatory requirements while assisting members with their inquiries.
Maintain a positive, empathetic, and qualified attitude toward customers at all times.
Would be required to work in rotational shifts (including sat and Sundays)
Would be required to work between 8 AM to 8 PM UK Time (12.30 PM to 2.30 AM IST) with strict scheduled breaks. These would rotational shift.
Stay always updated with companys recent product/services and policies

📌 Associate Maharashtra
🏢 AXA Global Business Services
📍 Maharashtra