Senior Reliance Care Associate (Team Lead, Customer Service)

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📅  Posted 14 days ago 📍 Egypt
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Job 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 Team Lead, Customer Service 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 customer service representatives, motivating them to achieve performance targets.
  • 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.
Benefits
  • Work alongside & learn from best-in-class talent
  • Join a market leader within the Insurance space
  • Attractive Salary & benefits
  • Unlimited leave days
  • Fantastic work culture
  • Work and learn from some of the best in the industry
  • Great work-life balance
Requirements
  • Bachelor's degree in a relevant field. A background in healthcare or medicine (e.g., pharmaceutical, medical science) is a plus.
  • 1-2 years of experience in a leadership or supervisory role, preferably in a customer service environment.
  • Health insurance experience is  a must 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.