Healthcare Customer Service Representative

7 days ago

Thāne, Maharashtra, India beBeeCustomerService Full time ₹ 25,00,000 - ₹ 45,00,000

Role Overview:

This position plays a pivotal part in delivering exceptional customer service support and collections via phone calls.

Responsibilities include making outbound calls to insurance companies, end customers, and performing eligibility verification, obtaining prior authorization, requesting missing or incomplete payer information, updating patient information, and other calls to complete a transaction.

Inbound calls handling would require working as part of a team, delivering a 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.

  • A critical aspect of this role is assessing and resolving inquiries, requests, and complaints, primarily over the telephone, ensuring customer inquiries are resolved at the first point of contact.
  • Utilizing sound judgment and making decisions within established procedures for each service request, including logging, processing, and tracking inquiries. Ensuring adherence to agreed Key Performance Indicators, Service Level Agreements, and quality standards to maximize customer satisfaction.
  • Effectively managing and updating customer interactions daily, generated through workflows and queues, on an account-wise basis.
  • Achieving key and critical performance targets.
  • Ensuring efficiency measures are met in accordance with performance targets and process guidelines.
  • Using business tools and industry knowledge updates to identify problem areas and document business requirements through various updates and training sessions.
  • Maintaining effective work procedures according to client process workflows and policy guidelines.
  • Adhering to US healthcare compliance measures.

Required Skills and Qualifications:

  • Strong verbal and written communication skills
  • Neutral accent and good adoption to US culture.
  • Ability to resolve customer queries in the first point of contact.
  • Focusing on delivering a positive customer experience.
  • Professional, courteous, friendly, and empathetic approach.
  • Active listening skills.
  • Good data entry & typing skills.
  • Ability to multi-task.
  • Capable of handling fast-paced, innovative, and constantly changing environment.
  • Team player.
  • Contributing to the process through improvement ideas.

Education and Experience:

  • Graduation (any stream)
  • 1-4 years of International Voice (Inbound/Outbound) process experience preferably in patient handling, Provider/DME AR calling.

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