- Handle inbound and outbound customer calls related to the MEDISEP scheme.
- Respond to queries regarding health insurance benefits, hospital empanelment, claim status, and other scheme-related services.
- Provide accurate information and guidance to beneficiaries in a polite and skilled manner.
- Register customer complaints and service requests and ensure timely follow-up.
- Coordinate with hospitals, insurance/TPA teams, and internal departments for query resolution, wherever required.
- Maintain call records, customer details, and complaint logs in the system.
- Meet assigned targets for call handling, customer satisfaction, and service quality.
- Follow company policies, call-handling standards, and data confidentiality requirements.
Key Performance Indicators (KPIs)
- Call quality and customer satisfaction.
- Average call handling time.
- First-call resolution and complaint resolution.
- Attendance, punctuality, and process adherence.
- Accuracy of call documentation and follow-up.