Senior Reliance Care Associate (Team Lead, Customer Service)
Remote Cairo, Cairo Governorate, Egypt Customer Success Full time
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.
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.
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
