Analyst
Analyst
Posted on :
13-07-2025
Employer Active
1 Vacancy
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Job Description
Team Member Member Online Team & Live Chat (AXA Health)
MOL and Live Chat Process
The process involves addressing end to end inquiries related to Members (Health insurance) pre-authorization policy servicing claim assessment complaints and any other policy and claims-related queries through Live chat or email. These professionals are required to have a complete understanding of all the products/services portfolio to aid in responding to queries.
Job Description
- Seeking bright articulate detail-oriented candidates with a desire to help us exceed our customers expectations. Our Member Online and Live Chat team plays a critical role in delighting our customers through delivering timely accurate and professional service via email and Live Chat.
- Need to a have deep understanding of health insurance policies procedures and claim processing to provide accurate and timely assistance to members.
- Understanding of the life cycle of the AXA Health insurance claims life cycle from Policy Servicing Underwriting Pre-authorization Assessment Complaints. Provider sourcing etc.
- Collaboration with internal teams will be essential to resolve complex member issues and will be expected to escalate cases when necessary to ensure timely resolution.
- Require accurately documenting member interactions and information for tracking and reporting purposes.
- Create a Complaint log where the member expresses dissatisfaction regarding the services.
- Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Ensure compliance with company policies procedures and regulatory requirements while assisting members with their inquiries.
- Stay always updated with companys new product/services and policies.
- Meeting individual and team-based productivity targets including the handling of a minimum of 2 concurrent chats while maintaining high-quality service.
- Achieving and maintaining a customer satisfaction rating of 95
- Meeting response time targets for live chat and email inquiries with an average response time of 2 mins or less for live chat and less than 24 hours for emails.
- Demonstrate a customer-centric approach by maintaining a positive and professional demeanor during all customer interactions.
- Uphold the companys values of exceptional customer service by ensuring that all communication whether through live chat or email is conducted in a courteous and respectful manner.
- Display empathy and understanding towards customers inquiries and provide solutions in a patient and helpful manner.
- Strive to exceed customer expectations by consistently delivering a high standard of service and actively seeking opportunities to enhance the customer experience.
- Maintain regular break schedule and demonstrate discipline in adhering to company policies and procedures.
- Professional Experience in healthcare insurance will be an added advantage.
Job Qualifications
- Graduate / post-graduate degree.
- Typing Proficiency: 40-60 wpm.
- Excellent communication skills with a strong command of written language as this process requires interaction with UK Customers (Communicate professionally use proper grammar punctuation and spelling in complete)
- Competent in MS office and web browser environments.
- Work in rotational shifts between 07:30 AM to 1:30 AM (IST) Monday to Sunday.
- Weekly off - 2 days
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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