Medical Associate L1

Job Description

Role Purpose

Medical Associate is responsible for delivering high‑quality customer and technical support within a healthcare environment. This role focuses on resolving member and client inquiries through accurate information, effective problem resolution, and timely escalation, while consistently meeting defined process standards and Service Level Agreements (SLAs).

Key Responsibilities

• Handle inbound and outbound healthcare-related calls in compliance with established quality standards, policies, and procedures
• Deliver exceptional customer service and ensure a positive customer experience during each interaction
• Address member queries, concerns, and complaints, ensuring first‑call resolution whenever possible
• Accurately document all customer interactions and case details in relevant systems
• Escalate complex cases to appropriate teams following defined protocols
• Maintain strict adherence to all company policies, procedures, and compliance requirements, including Information Security Management Systems (ISMS)
• Safeguard the confidentiality and security of all customer, member, and company information

• Roles and Responsibilities:

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures

• Deliver excellent customer service and ensure customer satisfaction in all calls

• Ensure accurate documentation of each call

• Attend to customer queries, concerns and complaints and provide first time call resolution

• Escalate calls to proper parties following proper protocols

• Ensure compliance to all company policies and procedures

• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Keep all company information which includes customer information confidential and secured

• Training and Continuous Development

• Build and maintain operational capability to support service excellence and client satisfaction

• Participate in product and process training to remain updated on system enhancements, policy changes, and client requirements

• Enroll in product‑specific and mandatory trainings as recommended by the client or organization

• Collaborate with team leaders to identify training needs and improvement opportunities

• Continuously update job knowledge through self‑learning initiatives and professional development activities

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