Customer Experience Specialist

18 hours ago

Kurnool, Andhra Pradesh, India beBeeCustomerService Full time ₹ 40,00,000 - ₹ 80,00,000
Job Description

This role entails providing customer service support and collections via phone calls to ensure a positive customer experience.

The ideal candidate should have experience in RCM/DME for a minimum of 1 year, with the ability to handle outbound calls to insurance companies, end customers, and perform eligibility verification, obtain prior authorization, requesting missing or incomplete payer information, update patient information, and other calls to complete a transaction.

Inbound calls handling would require working as part of a team, delivering first-class professional customer service using a range of communication methods to ensure that where possible customer enquiries, payments, and complaints are resolved at the first point of contact.

Key Responsibilities:
  • Assess and resolve inquiries, requests, and complaints primarily over the telephone, ensuring customer inquiries 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, generated through workflows and queues, on an account-wise basis.
  • Achieve key and critical performance targets.
  • Ensure efficiency measures are met in accordance with performance targets and process guidelines.
  • Use business tools and industry knowledge updates to identify problem areas and document business requirements through various updates and training sessions.
  • Maintain effective work procedures according to client process workflows and HCL policy guidelines.
  • Adhere to US healthcare compliance measures.
Requirements:
  • Strong verbal and written communication skills.
  • Should possess 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.
  • Should be professional, courteous, friendly, and empathetic.
  • Should possess active listening skills.
  • Good data entry & typing skills.
  • Ability to multitask.
  • Capable of handling fast-paced, innovative, and constantly changing environments.
  • Should be a team player.
  • Ability to contribute to the process through improvement ideas.

Graduation (any stream) and 12 - 24 months of International Voice (Inbound/Outbound) process experience preferably in patient handling, Provider/DME AR calling is required.

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