Customer Experience Associate at Reliance HMO

Description

The Customer Experience Program Associate is a key member of the Customer Success team. The individual will be instrumental in gaining and sharing clients, enrollees, and provider experiences across key service metrics. The ideal candidate would be a proactive person, who sees opportunities in challenges, engages required cross-functional teams to develop initiatives, and measures the impact of the initiatives.  

The key role of the Rhoman includes supporting the CX Program Manager with: 

• Analysis of verbatim comments from NPS and CSAT surveys and creating a hierarchy of detractor and promoter themes. 
• Analysis of Feeds data to keep an eye on the type and frequency of interactions (in categories) handled by RCC agents to understand complaints/root causes, and volumes of repeat inquiries of inquiries and requests.  
• Carrying out service audit visits to RFC and 3rd-party providers and preparing reports for stakeholders. 
• Work with cross-functional teams on executing customer experience initiatives. 
• Closing the loop by ensuring customers are aware of our knowledge of their pain points and the initiatives implemented to resolve them. 
• Managing a progress tracker on all agreed initiatives. 
• Participate in enrollee focus groups to vet communication and service plans  
• Follow up with stakeholders on the status of CX initiatives and analyze available data to measure the impact of the initiatives.  
• Support with data requests for NPS surveys across all Reliance Health markets. 
• Research customer experience trends in the health insurance sector and present insights.  
• Assist in putting together NPS and CSAT reports periodically. 

Requirements

• Minimum of 1year experience working within the RCC
• BSC/HND Degree
• Excellent verbal and written communication skills 
• Proficiency in Microsoft Office tools 
• Strong analytical skills
• Team player 
• Problem solver 
• Willingness to learn 
• Adaptability