Phone Call Customer Support Representative

2 weeks ago

Cochin, Kerala, India beBeeCustomerService Full time ₹ 50,00,000 - ₹ 80,00,000

**Job Opportunity:**

We are seeking an experienced customer service professional to join our team in delivering exceptional support and collections via phone calls.

This role involves handling 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.

**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.

**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.
  • Focus on delivering a positive customer experience
  • Professional, courteous, friendly, and empathetic
  • Active listening skills
  • Data entry & typing skills
  • Multi tasking ability
  • Fast-paced, innovative, and constantly changing environment.
  • Team player
  • Contribution to process improvement ideas

**Formal Education and Experience:**

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

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