We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
Summary:
The Customer Care - Assistant Manager is responsible for supporting the CareCentre - Manager in managing the functions related to 2nd level of Helpline for members (Member Care & MyNextcare support), Provider escalations (Provider Care), Payer Care, Syncro Support (Brokers & Payers), Complaints and Quality Assurance. The incumbent has the responsibility to represent himself/herself as the manager-in-charge for all functional purposes in the absence of the CareCentre - Manager.
Main Tasks:
•Provides directives along with the Care Centre Manager by providing technical assistance to evaluate complex, high-cost, or escalated claims while ensuring the quality, productivity and service level targets of staff members are met according to operational measures.
•Liaises with Process leaders, agents and third parties to gather information and resolve issues.
•Provides support to Customer Care Officers to close all escalated claims queries within the agreed turn-around-time.
•Handles the most complex customer complaints or escalations.
•Escalates issues concerning the department and operations to the Care Centre Manager and implement recommended plan of actions.
•Monitors and audits daily performance to ensure the best possible customer service.
•Assists in arranging workload distribution and for ensuring adequate staffing/resources daily and on a long-term basis (including hiring process) to ensure optimal customer service. Ensures that calls and e-mails are answered by staff within predetermined time scales and are dealt with properly. He/she liaises with other departments to investigate and escalate requests that is required immediate intervention,
•Supervising team outputs as well as individual performance.
•Monitors random calls and e-mails to improve quality, minimizes errors and track operative performance. Assess performance of the team (function) and support in developing skillsets to fulfill task requirements.
•Provides ongoing support and motivation to the team and encourages their professional growth.
•Reviews the performance of staff, identifies staff training needs and plans training sessions.
•Records statistics, user rates and the performance levels of the Customer Care, and prepares reports.
•Analyzes performance statistics and makes decisions on the basis of these statistics.
•Continuously works to identify possible procedure inconsistencies; develops, recommends and implements improvements.
•Suggests updates in policies and procedures within the department to be followed by the staff members.
•Improves performance by raising efficiency and sources new equipment to enable this, e.g. AI, Bots, new system features, etc
26669 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Minimum Requirements:
•Bachelors Degree ; Medical background preferred.
•2+ years experience in a middle management position in a Call Centre / Customer Care environment
•Physically fit to carry out duties.
•Legally permitted to work in the country of operations.
•Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
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