Manager – Medical servicing- Contact Centre

Niva Bupa Health Insurance; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Niva Bupa Health Insurance is looking for a Manager – Contact Centre in Dadri, Uttar Pradesh. This role focuses on developing strategies to optimize contact center performance in medical servicing while ensuring the team has the necessary healthcare knowledge through effective training.

The ideal candidate will have a minimum of 5-8 years of experience in a call center environment, particularly in healthcare, along with strong verbal and written communication skills. A professional and customer-focused attitude is essential for success.

Qualifications

• Minimum of 5-8 years in a call center, ideally in healthcare or medical insurance.
• Strong ability to handle high call volumes with effective prioritization.
• Proven customer service skills with a professional demeanor.

Responsibilities

• Develop strategies to enhance contact center performance in medical servicing.
• Conduct training for team on latest healthcare knowledge.
• Define and manage contact center success metrics and KPIs.
• Lead digital transformation for service delivery improvement.
• Foster a customer-centric culture within the team.

Skills

Medical terminology knowledge

Insurance claim procedures understanding

Excellent communication skills

Problem-solving abilities

Proficiency in CRM software

Team-oriented collaboration

Education

Life science, Paramedical, Medical Graduates/Postgraduates

Tools

Microsoft Office Suite

Job description

JOB PROFILE

Position Manager – Contact Centre

Location NOC

Reports to General Manager – Contact Center

Department Operations & CS

Function Contact Center

Level M6

Key Roles & Responsibilities

• Develop and implement long-term strategies to elevate contact center performance in medical servicing.
• Leverage medical expertise to enhance customer interactions, ensuring the team is well‑equipped with the latest healthcare knowledge by conducting training sessions.
• Define success metrics and KPIs that align contact center SLAs with business objectives and industry best practices.
• Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
• Foster a customer‑centric culture, emphasizing proactive issue resolution.
• Drive data‑driven decision‑making, leveraging analytics to optimize operational efficiency and customer satisfaction.
• Collaborate with cross‑functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
• Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact center teams.
• Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.

Key Requirements – Education & Certificates

• Any Life science, Paramedical, Medical Graduates and Postgraduates (Pharmacy, Physiotherapy, Nursing, Health education) or equivalent degree.

Key Requirements - Experience & Skills

• A minimum of 5‑8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting.
• Strong knowledge of medical terminology, insurance claim procedures, and billing codes.
• Ability to contribute to revenue basis cross sell.
• Excellent verbal and written communication skills.
• Strong presentation skills.
• Ability to handle high call volumes and prioritize customer needs effectively.
• Strong problem‑solving and decision‑making abilities.
• Attention to detail and accuracy in data entry and documentation.
• Exceptional customer service skills with a friendly and professional demeanor.
• Proficiency in using computer systems, including customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to work effectively in a team‑oriented environment.
• Flexibility to work in shifts as per business requirements.

Key Functional Competencies

• Convincing skills
• Product Knowledge
• Team Handling
• Behavioral Competency
• Strategic Mindset
• Entrepreneurship
• Execution Excellence
• Building High Performing Teams