Deskripsi Pekerjaan
Join Cognizant, a global leader in professional services, as we expand our dynamic Healthcare team in Cebu City. We are looking for passionate, detail-oriented professionals to provide world-class service to our healthcare clients. In this role, you will be the voice of our company, helping members navigate complex healthcare solutions with empathy, efficiency, and expert knowledge.
As a Customer Service Representative for our healthcare account, you will work in a fast-paced, innovative environment where your contributions directly impact patient experiences. Cognizant offers a culture of continuous learning, career progression, and a collaborative work atmosphere. If you are looking to elevate your career within the BPO industry while making a tangible difference in the lives of others, we want to hear from you.
Tanggung Jawab
- Handle inbound and outbound inquiries from healthcare members and providers with high professional standards.
- Resolve account discrepancies and assist with member verification processes accurately.
- Navigate multiple healthcare databases and software tools to provide real-time solutions.
- Adhere to HIPAA compliance and data privacy regulations regarding sensitive patient information.
- Document all interactions comprehensively in the CRM system to ensure quality service tracking.
- Meet and exceed individual and team Key Performance Indicators (KPIs) regarding response time and customer satisfaction (CSAT).
- Collaborate with internal departments to escalate and resolve complex billing or coverage issues.
Kualifikasi
- At least 2 years of completed college education (or High School graduate with relevant BPO experience).
- Minimum of 6 months experience in a customer service, technical support, or BPO environment (Healthcare account experience is a significant advantage).
- Excellent verbal and written communication skills in English.
- Strong computer literacy and ability to multitask between various applications.
- Ability to maintain composure and professional demeanor in high-pressure situations.
- Amenable to working in shifting schedules, including night shifts, holidays, and weekends.
- Demonstrated ability to learn and apply medical terminology and plan coverage guidelines.