苏州 [切换城市] 苏州招聘苏州客服及技术支持招聘苏州客服主管(非技术)招聘

Medical Supervisior运营主管

安盛旅行援助服务(北京)有限公司

  • 公司规模:50-150人
  • 公司性质:外资(欧美)
  • 公司行业:金融/投资/证券

职位信息

  • 发布日期:2014-07-31
  • 工作地点:苏州
  • 招聘人数:1
  • 工作经验:三年以上
  • 学历要求:本科
  • 语言要求:英语熟练
    普通话熟练
  • 职位类别:客服主管(非技术)  

职位描述

Job Purpose:
Manage Medical team to guarantee that the services are properly delivered to customers. Take any appropriate actions to avoid and resolve complaint. Provide training for internal and external customers. Attend marketing and operation meetings with managers.

Position Responsibilities:

? Monitoring all cases to ensure the services to be properly delivered to the clients
o Review cases on daily basis i.e. completion of services, follow up of each cases, completion of record on file
o Assign duties or cases to Medical staff and monitor their activities
o Report to Operation Manager for any major case or claim immediately
o Available 24hour a day/365 days/year for medical cases of requiring urgent administrative attention
? Manage team members and ensure 24 hour continuation of services
o Prepare roster, maintain appropriate manpower, approvenormal annual leaves except Unexceptional Leaves
o Control discipline of the team
o Keep written record of staff working time, OT and leaves
o Report to the Operation Manager for staff’s sick leave, mistakes and compliment
? Provide orientation training and refreshment training
o Develop and update training materials on half-yearly basis
o Arrange training for new staff
o Arrange refreshment training on general meeting or meeting of operation team
o Half-yearly assess staff’s knowledge on products, procedure and policies and prepare report to the management
? Control quality of services and staff performance
o Perform call monitoring with staff or other quality control tests or KPI quarterly
? Control claims costs of medical cases
o Approve costs of services before rendering services but subject to financial authority
o provide quotation for 3rd party
o check if the actual costs match the pre-agreed costs
o adjust criteria of services provision as per actual claims against claims budget and loss ratios of different contracts
? Assist recovery of disbursement
o Clarify and negotiate with insurance company for outstanding payment of disbursement
? Attend meeting for operation
o Attend meeting, keep minutes and communicate with other departments if appropriate
? Provide training and presentation to clients upon request
? Provide operation statistics to management
o Provide monthly operation statistics to the management before 5th of each month
? Handle complaints and prepare the relevant documentation
o Report any complaint to management, regardless valid or invalid complaints
o Investigate and answer complaints with marketing department
o Brief and review the team based on the complaints
o Take appropriate remedial or preventive actions to avoid recurrence of the same or similar problems
? Develop and update operation medical database, procedure and policies
o Half-yearly review database, procedure and policies
o Seek approval from the management on the change
o Implement the new procedure and policies

Education & Experience
? Degree/diploma qualification with 3 years' call center working experience, proficient in written and oral English and Chinese, and computer savvy (MS Outlook, Word, Excel, net portals)
? Preferably in Assistance Industry and/or in the travel industry.
? Experience in supervising 50+ people in a call center environment.
? Extensive experience working in the medical field at a senior level.
Competencies
? Well developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management.
? Proven management skills including leadership, goal setting, team building, staff assessment, training need assessment, performance management, counseling and coaching in relation to performance goals and individual development.
? Ability to apply statistical measures to work flows for resourcing, staff planning, scheduling, performance measurement
? Demonstrated presentation and training skills
? Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities
? Financial management skills including budget preparation and monitoring, costing of products and services
? Ability to interpret and effectively apply management direction and philosophy.
? Demonstrate strong customer focus, and provides superior customer service to both internal and external customers.
? Strategic Vision
? Focus on Customer
? Change Leadership
? Results Orientation
? Building Capability
? Team Leadership
? Share Succeed
? Living through AXA Value

公司介绍

安盛援助于1959年成立于西班牙巴塞罗纳, 隶属全球最大的保险及资产管理集团——安盛(AXA)集团,是第一家为全球旅客提供海外急难援助的公司,也是目前世界上最大最具经验的援助公司。

「急难援助」是将一般保险的事后理赔服务,往前延伸为事故发生时的「立即」援助;它与保险的结合,扩大保障范围,更满足保户实际与迫切的需求--保险是预防万一,急难援助是有备无患。欧美保险公司将「保险」与「急难援助」结合已行之多年,这是一种市场趋势。

安盛援助公司是具有世界急难援助网络之援助公司,全世界五大洲皆有安盛急难援助中心,平均每15秒即有一名旅客获得安盛援助之高品质服务。正是因为这些遍布全球的高品质服务网络,安盛援助才能信守对每一位客户的承诺,及时提供所需的援助服务。

安盛援助在救援服务行业积累了50年的成功经验,在全球范围内,为客户提供紧急援助服务,及日常生活方面的各项服务。除汽车救援,家居援助服务,旅行援助等传统服务外,安盛援助已将业务范围扩展到健康医疗,国内救援以及个人服务等更广泛的领域,在全球范围内赢得了个人及企业客户的青睐。

不论何时何地,安盛援助全球24小时的急难援助网络将随时向您伸出援助之手。

联系方式

  • 公司地址:朝阳区霄云路26号鹏润大厦B座
  • 邮政编码:100016