Customer Service Representative

Interview mode: Walkin- 15th Nov, Saturday @10am onwards Location- WTC4, 4th Floor, https://maps.app.goo.gl/iT6gP19QqMQEYW5H8?g_st=aw Contact person- Deeksha, Email ID - tsri.panideeksha@mphasis.comJob Description:The role of Customer Service Representative (Level 2) is primarily responsible for providing attentive customer services to providers. The representative will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. Responsibilities include answering routine inquiries, resolving issues, and delivering exceptional customer experiences.Essential Functions: · Using top-notch interpersonal skills, being able to understand customers’ inquiries or complaints and deal effectively with callers who may be frustrated or angry. · Handling inbound calls/outbound calls, voicemails, and emails from providers regarding a variety of requests related to benefits, eligibility, network/authorizations, claims inquiry, claims escalations and reconsiderations / appeals. · Demonstrating and maintaining professional oral and written communication with customers, co-workers and other stakeholders. · Navigating multiple databases simultaneously to research and create resolutions for providers. · Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone. · Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections. · Identifying, researching, and resolving customer issues using different databases. · Follow-up on customer inquiries not immediately resolved. · Consistently meeting established performance and quality standards. · Participate in recommended or required continuing education seminars and training sessions as needed.Additional Functions: · Collaborate with other areas regarding call center related functions, inquiries, or issues. · Participate in special projects as requested. · Communicates clearly and concisely, with sensitivity to the needs of others. · Maintains the confidentiality of all company procedures, results, and information about participants, providers, and employees. · Maintains courteous, helpful, and professional behavior on the job. · Establish and maintain effective working relationships with co-workers. · Follows all Policies and Procedures and HIPAA regulations. · Maintains a safe working environment. · All other duties as assigned.Knowledge, Skills, and Abilities: · Graduation equivalent degree required. · Customer service experience in a call center environment of 18 to 24 months – with a Healthcare focus - Medicare/Pace/Claims knowledge preferred. · Familiarity with cloud-based contact center software is desirable. · Strong organizational, written, and verbal communication skills. · Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness. · Strong personal computer usage and internet proficiency skills. Having Microsoft Excel knowledge is an added advantage. · Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced call center environment. · Ability to learn and navigate new software quickly. · Flexible scheduling as business needs dictate.Work Environment: · This job is operated in a professional office environment with a conversational noise level. · No substantial exposure to adverse environmental conditions is expected. · Moderate pressure to meet scheduled appointments and deadlines.