Deskripsi Pekerjaan
Are you a passionate customer service professional looking to advance your career in the thriving healthcare BPO sector? Foundever is currently seeking a dedicated Healthcare Customer Care Agent to join our dynamic team in Metro Manila. In this role, you will be the frontline voice for our healthcare partners, ensuring that patients and providers receive world-class support. We are looking for individuals who are not just problem solvers, but empathetic communicators capable of handling sensitive inquiries with the utmost professionalism and efficiency.
As a global leader in the customer experience industry, Foundever provides a supportive environment where your growth is a priority. You will have access to industry-leading training, career development pathways, and a collaborative team culture. If you thrive in a fast-paced environment and have a knack for turning challenges into positive outcomes, we want to hear from you!
Tanggung Jawab
- Provide high-quality support to healthcare customers via voice, email, and chat channels.
- Efficiently resolve member queries regarding healthcare plans, benefits, and claims processes.
- Manage and resolve escalated customer concerns with empathy and adherence to compliance standards.
- Maintain accurate records of all customer interactions in the CRM database.
- Collaborate with internal departments to expedite resolution for complex account issues.
- Uphold strict data privacy and HIPAA compliance protocols during every interaction.
- Meet or exceed individual and team performance metrics including CSAT, AHT, and Quality scores.
Kualifikasi
- At least 6 months of BPO/Call Center experience is required.
- Strong command of the English language, both verbal and written.
- Background or familiarity with healthcare accounts is a distinct advantage.
- Proficient computer navigation and multitasking skills.
- Ability to remain calm and professional under pressure or when dealing with irate customers.
- Excellent critical thinking and active listening skills.
- Amenable to working on shifting schedules, including weekends and holidays if required.