Athira Sankar

Assisted patients with inquiries on insurance claims, appointments, medical
queries, and follow-ups via WhatsApp chat support, calls, email, and SMS,
ensuring timely and accurate support
Managed complaints, feedback, and high chat volumes while meeting
performance metrics such as CSAT, AHT, wrap-up time and first-call resolution
Built strong patient and client relationships, providing proactive, clear, and
reassuring communication, and supported team operations through flexible
shift coordination
Conduct outbound calls to potential and existing customers to promote
products, services, and special offers
Achieve sales targets, track performance metrics, and contribute to overall
revenue growth and customer retention

Handled high-volume inbound and outbound calls to assist patients with
appointments, service inquiries, insurance approvals, billing, and medical
record requests while maintaining detailed call logs and updated patient
information
Supported patients in scheduling, rescheduling, and canceling appointments,
addressing feedback and complaints professionally to ensure a positive
patient experience and promoted healthcare services and special campaigns
during outbound calls, consistently meeting SLA

Manage inbound and outbound calls, chats, and emails to address customer
inquiries and concerns
Provide accurate information, resolve issues efficiently, and ensure customer
satisfaction
Maintain call logs, update CRM records, and follow company scripts and
quality standards. Met performance targets, handle high call volumes, and
support sales or retention initiatives

Monitored recorded sessions, generated detailed reports, and developed
action plans to improve performance and service quality
Managed customer chats and compiled session summaries and Excel reports
with accurate, timely data and insights