Job Title:
Customer Service Executive – Voice
Full/Part Time:
Full
Regular/Temporary:
Regular
Minimum Experience:
0 months
Maximum Experience:
48 Months
Working Shift:
US shifts
OVERVIEW:
HCL BSERV Healthcare is looking for the above position for its client, a large US based DME Company. The client is a multi- billion dollar company providing healthcare products and services, including oxygen and respiratory equipment.
JOB SUMMARY
This position is responsible for providing customer service support and collections via phone calls.
Outbound calls to insurance companies, end customers and perform eligibility verification, obtain prior authorization, requesting missing or incomplete payer information, perform collection of the past due/delinquent amount in a timely manner.
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
Essential Responsibilities:
• To assess and resolve enquiries, requests and complaints, primarily on the telephone, to ensure that customer enquiries are resolved at first point of contact.
• To use sound judgment and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
• To provide customers with product and service information and upsell wherever raised by customers in their interactions.
• Manage and update account wise customer interactions daily generated via work flows and queues.
• Achieve key/critical performance targets
• Ensure efficiency measures are met in accordance with performance targets and process guidelines
• Participate and works as a member of the customer service team.
• Use business tools and updates from industry knowledge to identify problem areas and document business requirements via various updates and training sessions.
• Maintains effective work procedures as per client process work flows and HCL policy guidelines
• Adhere to US healthcare compliance measures.
SKILLS AND COMPETENCIES
• 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.
Formal Education and Experience
▷ Graduation (any stream)
▷ 0- 48 months of International Voice (Inbound/Outbound) process experience preferably in patient handling, Provider/DME AR calling.
SCOPE LEVEL
Responsibility:
• Direct responsibility for answering inbound calls and resolving queries raised by the customers
• Direct responsibility for making outbound calls to contact insurance companies, customers and third parties as per client process flows.
Internal/External Interfaces:
• Customer Service Agents, Subject Matter experts, Trainers, Quality Analyst, Team Leaders, Managers.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
▷ Willingness to work in night shifts
▷ Ability to handle calls for 9 hours/day
▷ Use of a PC/ shared computer.
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