Process Associate

Job Description

Job Description for UHG CS – A4ME - CHAT

Function     :    Operations                     

Job        :          Associate – A4ME- Chat

Location        :    Kolkata, West Bengal

Reporting to  :    Team Leader, United Health Group

Candidate Specifications

Must 

    Any undergraduate, graduate, post graduate, diploma or equivalent 
    Very Good written communication skills 
    Previous experience in the health care processing/chat process is preferred.
    Experience of 1-2 years if not fresher willing to work with all parameters.
    Age between 18 yrs - 45 yrs. 
    Residing in transport boundaries.
    Willing to work in night shifts a& late evening shifts.

Good to Have

    Call Center/Chat Experience.

Critical Skills Required

    Typing speed >=  30 wpm
    Basic computer knowledge with proficiency in keyboard skills especially with numbers
    Ability to use the phone system.
    Customer Service and chat/email soft skills
    Knowledge of Products  
    Knowledge of Procedures
    Familiarity with the computer basics. 
    Good logical and analytical skills 

Principal Job Responsibilities

    Quickly and accurately performing multi-tasks like documenting information, seeking information, problem solving and updating by researching on data,
    Demonstrate strong work ethics by maintaining confidentiality of information
    Answer client chats and assist customers with immediate response support needs, handle/route accordingly delivering support for all customers.
    Log Customer calls/chats.
    Provide first level support on medical insurance related queries using documented procedures.
    Identify and provide input on unique or recurring customer problems.
    Ensure proper escalation procedures. 
    Ability to learn and apply detailed procedures
    Working effectively as a team member and facilitate cooperative environment 

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Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver