Key Responsibilities | |
· Owns the conversion targets as shared by the team Lead CeC lead and deliver bookings and services aligned to business targets · Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner / in SLA · Complies with all applicable company policies and procedures to meet the SOPs and company standards · Improve performance based on feedback from quality teams, audits and C-Sat surveys to provide better customer experience and higher conversion % · Ensures quality customer service for internal and external customers · Identifies and assesses customers' / patients’ requirements quickly and accurately; Solves issues / problems systematically, using sound business judgment · Consistently meets established productivity, schedule adherence and Quality standards · Responsible for the resolution of escalated member calls that are received; would include complete coordination with the respective vertical supervisors and work around quickly to provide apt resolution to the customers · Responsible to correct the member information & customer responses in the database including the customer addresses / contact details | |