Senior Reliance Care Associate (Team Lead, Email Channel) at Reliance HMO

Description

Reliance Health is a leading healthcare company dedicated to providing high-quality care and innovative solutions to improve the well-being of individuals and communities. We are currently seeking a highly motivated and experienced Senior Reliance Care Associate to join our team. You will play a key role in driving our customer success efforts, ensuring the success and growth of our organization.

In this role, you will be responsible for leading and managing a team of Reliance Care Officers (Customer Service officers) to drive effective & high quality of customer support. Our ideal candidate will have a proven track record in customer service and management, with a deep understanding of the hospital and healthcare industry.

Responsibilities:

• Provide effective leadership and guidance to a team of Reliance Care Officers within the email channel, motivating them to achieve performance targets.
• Support team members to respond to requests, enquiries and complaints from clients and prospective clients while maintaining a positive attitude via dedicated communication channel.
• Track individual and team performance, providing feedback and coaching to enhance customer service quality.
• Identify opportunities for process improvement and collaborate with other departments to implement changes that optimize customer service operations.
• Address complex customer issues and inquiries, demonstrating an in-depth knowledge of health insurance processes.
• Assist in the training and development of team members, ensuring that they are well-versed in health insurance policies and procedures.
• Generate regular performance reports, analysing trends and recommending corrective actions as necessary.

Requirements

• Bachelor's degree in a relevant field. A background in healthcare or medicine (e.g. pharmaceutical, medical science) is a plus.
• 2 years of experience in a leadership or supervisory role in customer service (preferably email channel).
• Health insurance experience with a strong knowledge of health insurance processes, including claims, pre-authorization, and enrolment procedures.
• Excellent communication and interpersonal skills.
• Proven ability to analyse data and trends to make informed decisions.
• Familiarity with Lean Six Sigma methodologies is an advantage.
• Strong problem-solving skills and adaptability in a fast-paced environment.