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About this role

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLA?s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Knowledge ? Knowledge of assigned process, tools and systems ? Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Healthcare back office process ( non voice )