Phone Customer Service Representative Position

11 hours ago

Aligarh, Uttar Pradesh, India beBeeCustomer Full time ₹ 50,00,000 - ₹ 80,00,000
Job Title:

Customer Service Specialist

We are seeking a highly motivated and results-driven customer service specialist to join our team. In this role, you will be responsible for providing exceptional customer service support and collections via phone calls.

Outbound calls will be made to insurance companies, end customers, and other stakeholders to verify eligibility, obtain prior authorization, request missing or incomplete payer information, update patient information, and complete transactions.

Inbound calls will require working as part of a team to deliver first-class, professional customer service using various communication methods to resolve customer inquiries, payments, and complaints at the first point of contact.

Key Responsibilities:
  • Assess and resolve customer inquiries, requests, and complaints primarily over the telephone to ensure they are resolved at the first point of contact.
  • Utilize sound judgment and make decisions within established procedures for each service request, including logging, processing, and tracking inquiries. Adhere to agreed Key Performance Indicators, Service Level Agreements, and quality standards to maximize customer satisfaction.
  • Manage and update customer interactions daily through workflows and queues on an account-wise basis.
  • Achieve key and critical performance targets by delivering efficient and effective service solutions.
  • Ensure efficiency measures are met in accordance with performance targets and process guidelines.
  • Stay up-to-date with business tools and industry knowledge updates to identify problem areas and document business requirements through training sessions.
Requirements:
  • Strong verbal and written communication skills.
  • Ability to adopt a neutral accent and good adaptation to US culture.
  • Ability to resolve customer queries at the first point of contact.
  • Focus on delivering a positive customer experience.
  • Professional, courteous, friendly, and empathetic demeanor.
  • Active listening skills.
  • Good data entry and typing skills.
  • Ability to multitask.
  • Capable of handling fast-paced, innovative, and constantly changing environments.
  • Team player with ability to contribute to process improvement ideas.
Formal Education and Experience:
  • Graduation in any stream.
  • 12-24 months of international voice (inbound/outbound) process experience preferably in patient handling and provider/DME AR calling.

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