Responsibilities:
• Overseeing the customer service team and enhancing service procedures to improve customer satisfaction.
• Handling complex customer service issues and ensuring timely resolution.
• Monitoring and analyzing customer service performance metrics to drive improvements.
• Coordinating with the team to handle healthcare claims-related inquiries from customers.
• Utilizing CRM tools to maintain and update customer records and track interactions.
• Implementing strategies to improve quality of service, productivity and profitability.
• Collaborating with team members to understand their challenges and identify improvements.
• Providing guidance and support to the team, fostering a supportive and cohesive work environment.
• Ensuring adherence to company policies and regulations related to customer service.
• Leading and motivating the team to meet and exceed their performance goals.