Key Responsibilities
Handle inbound and outbound customer calls related to the MEDISEP scheme.
Respond to queries regarding health insurance perks, 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.

📌 Executive Call Center Thiruvananthapuram
🏢 Vidal Health Insurance TPA
📍 Thiruvananthapuram