Phone Calls Customer Service Representative

1 day ago

Alleppey, Kerala, India beBeeCustomerService Full time ₹ 60,00,000 - ₹ 75,00,000

Job Description

We are seeking a skilled professional to provide customer service support and collections via phone calls. The ideal candidate should have experience in RCM/DME for at least 1 year.

This position involves 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 requires 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.

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 industry guidelines.

Requirements:

  • Strong verbal and written communication skills
  • Should possess neutral accent and good adaptation to US culture.
  • Ability to resolve customer queries in 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 multi-task
  • Capable of handling fast-paced, innovative, and constantly changing environment
  • Should be a team player
  • Ability to contribute to the process through improvement ideas

Educational Qualifications:

  • 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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