MOL and Live Chat Process The process involves addressing end to end inquiries related to Members (Health insurance) pre-authorization, policy servicing, claim assessment, complaints, and any other policy and claims-related queries through Live chat or email. These professionals are required to have a complete understanding of all the products/services portfolio of the organization to aid in responding to queries. The representative will engage with members through the Email and live chat platform, providing timely and accurate responses to their inquiries while maintaining key performance indicators such as Chats per hour (CPH) to ensure efficient handling of member interactions.

- 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 toa havedeep understanding of health insurance policies, procedures, and claim processingin order toprovideaccurateandtimelyassistanceto members.
- Understanding ofthe 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 issuesandwill be expected to escalate cases when necessary to ensuretimelyresolution.
- Require accurately documenting member interactions and information for tracking and reporting purposes.




- Create a Complaint log where then member expresses dissatisfactionregardingtheservices
- Handle customer complaints, provideappropriate solutionsand alternatives within the time limits; follow up to ensure resolution.
- Ensure compliance with company policies, procedures, and regulatory requirements whileassistingmembers with their inquiries.
- Maintain a positive,empatheticand skilled attitude toward customers at all times.
- Would berequiredto work in rotational shifts (including sat and Sundays)
- Wouldberequiredto work 8 AM to 8 PM UK Time with strict scheduled breaks.
- Stayalways updated withcompany’snew product/services and policies.

Other Requirement
- Excellent communication skills with a strong command of written language as this process requires interaction with UK Customers
- Competence in effectively engaging with members through live chat.
- Strong problem-solving skills and the ability to handle member inquiries with empathy and professionalism.
- Detail-oriented and capable of documenting member interactions accurately.
- Ability to multitask, prioritize, and work efficiently in a fast-paced environment. This team would requiretakingconcurrentchats

- Solid problem-solving skills and the ability to empathize with members while providing effective solutions.
- Ensure Strong problem-solving skills and the ability to handle member inquiries with empathy and professionalism.
- Detail-oriented and capable of documenting member interactions accurately and ensure high CSAT Score from the survey sentout
- Knowledge of medical terminology
- Typing Proficiency: 40-60 wpm.

📌 Analyst (Pune)
🏢 AXA Global Business Services
📍 Pune