Customer Service and Insurance Collector

2 days ago

Agra, Uttar Pradesh, India beBeeInsurance Full time ₹ 12,00,000 - ₹ 18,00,000
Customer Service Representative Opportunity

This role is responsible for delivering exceptional customer service and collections via phone calls, ensuring a seamless experience for our clients.

You will work on outbound calls to insurance companies, end customers, and perform eligibility verification, obtain prior authorization, request missing or incomplete payer information, update patient information, and make other calls to complete transactions efficiently.

Main Responsibilities:
  • Resolve inquiries, requests, and complaints primarily over the telephone, aiming to address customer concerns at the first point of contact.
  • Utilize sound judgment and make informed 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.
  • Evaluate efficiency measures in accordance with performance targets and process guidelines.
  • Employ 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.
  • Comply with US healthcare compliance measures.
Requirements:
  • 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.
  • Focus on delivering a positive customer experience
  • Professional, courteous, friendly, and empathetic
  • Active listening skills
  • Data entry & typing skills
  • Multi tasking ability
  • Handling fast-paced, innovative, and constantly changing environment
  • Team player
  • Contribution to process improvement ideas
Education and Experience:
  • Graduation (any stream)
  • International Voice (Inbound/Outbound) process experience preferably in patient handling, Provider/DME AR calling, 12 - 24 months

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