Customer Service Head - Healthcare

Head – Customer Service (Healthcare)

We have an opening with one of a top Healthcare BPO clients for the global delivery team. Should be from customer oriented functions in healthcare informatics. This role would be reporting to the Director - Delivery and would be handling the help desk teams.

Job Summary: Develop, lead, and motivate the Helpdesk teams to deliver excellent and timely technical/nontechnical support ensuring a most delightful service experience to the client.

Key Authorities:

- To propose the budgeting and planning parameters for the help desk services. Approving the
expenses, leaves, purchases etc , interviewing and selecting candidates for helps desk teams.

Key Responsibilities:

- Developing and demonstrating an understanding of customer and business needs.

- Ensuring that the help desk teams are completely empowered in terms of necessary competencies, skills and product knowledge to support the clients with fair degree of independence.

- Timely resolving escalated customer issues and managing communications and issues raised by the senior officials on client side.

- Timely noticing and acting upon the daily issues that impact overall performance of the help desk teams.

- Developing and updating the staff on plans for new product/service releases and ensuring that they are proficient to handle the issues.

- Ensuring a proper and seamless communication between Help desk and implementation teams to ensure cohesive team image for client.

- Maintaining current knowledge of industry trends and potential impact on the service aspects of business.

- Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

- Billing & collection of AMCs, service level agreement and ongoing management of service level compliance.

- Conduct customer meetings at regular intervals to get the pulse of service levels and customer perceptions.

- Building & maintaining customer relations

- Ensuring that the help desk team delivers on the TAT targets

- Ensuring proper deployment of customer feedback and achieve targets set for customer satisfaction index on service parameters.

- Achieve the set targets on AMC collections

- Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads

- Create, ingrain and practice a culture of Total Contact Ownership in the help desk team

- Maintain a high level of morale within the help desk team.

- Assist in the professional and technical development of team leaders enabling them to set technical goals. Monitor, mentor, coach and assist team members to deliver quality support.

- Ensure timely review/appraisals/ performance coaching.

- Maintain team motivation and service level discipline and provide constructive feedback to team members for performance improvement.

- Provide smooth support by timely resource allocation, directing and conflict resolution.

Competency Requirements:

- Graduate / PG, MBA with 10 - 15 yrs experience in customer service.

- Last 5 yrs in customer oriented functions in healthcare informatics.

- Excellent functional knowledge of healthcare process, knowledge of customer service

- Should possess dynamic leadership & managerial abilities

- Excellent communication & oratory skills

- Should be good in conflict management, resilience and patience

- Should have excellent analytical skills to understand customer service dynamics at macro level and resolving team issues timely to ensure excellent services to client.

- Service Orientation.

If interested please send your resume to phaneender@karshsolutions.com