Exceptional Customer Experience Representative

2 weeks ago

Vadodara, Gujarat, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title:

Customer Service Representative


Job Description:

The primary goal of this role is to provide exceptional customer service support and collections via phone calls. This position requires a strong background in RCM/DME for at least one year.

Outbound calls will be made to insurance companies, end customers, and eligibility verification will be performed. Additionally, prior authorization will be requested, and missing or incomplete payer information will be obtained. Patient information will be updated, and other calls will be completed to finalize transactions.

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.

Responsibilities:
  1. Assess and resolve inquiries, requests, and complaints primarily over the telephone, ensuring customer inquiries are resolved at the first point of contact.
  2. 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.
  3. Manage and update customer interactions daily, generated through workflows and queues, on an account-wise basis.
  4. Achieve key and critical performance targets.
  5. Ensure efficiency measures are met in accordance with performance targets and process guidelines.
  6. Use business tools and industry knowledge updates to identify problem areas and document business requirements through various updates and training sessions.
  7. Maintain effective work procedures according to client process workflows and HCL policy guidelines.
  8. Adhere to US healthcare compliance measures.
Required Skills and Qualifications:
  • Strong verbal and written communication skills.
  • Should possess 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.
  • 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.

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