Role: Associate (Senior Customer Service Executive
Expereince: 1-3+years
Location: Chennai
Work Mode: WFO
Shift: Night Shift
Required Skill:
This position is responsible for providing customer service support and collections via phone calls. Should have experience in RCM/DME for minimum of 1 year
Outbound calls to insurance companies, end customers and perform eligibility verification, obtain prior authorization, requesting missing or incomplete payer information, Update patient information and other calls to complete a transaction
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
KEY WORDS
Communication, Night shift, Multi-tasking, RCM, US Healthcare, Eligibility verification, Authorization, International inbound call center experience
ESSENTIAL 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 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)
· 12 - 24 months of International Voice (Inbound/Outbound) process experience preferably in patient handling, Provider/DME AR calling.
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