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Customer Service Representative - BGC

Job Category:

BPO / KPO / Shared Services

Job Level:

Entry Level

Open Date:

16-Dec-2020

Location:

TAGUIG CITY

Close date:

31-Jan-2021

Client Overview:

Our client is an Anthem company. Established in December 2018, they are an independent services provider to the Anthem companies with the purpose of leveraging global scale and executional expertise to transform health care management services as a GIC (Global In-house Center).

Our client is a place for skilled and compassionate individuals, who share our goal to make a difference. They apply service excellence through handling inquiries and medical concerns. They provide Call Center, Clinical, and Applied Health IT services, led by our seasoned and visionary leadership team who is dedicated to outstanding customer service. Their work environment reflects the services they provide. They champion collaboration and innovation to drive their employees to deliver the best care.

Client Industry:

BPO

Job Description and Qualification:

Responsibilities:

As a member of the Call Center team, you’ll handle customer service calls from doctors, nurses, hospitals, and other health care providers. Providing quotes on member eligibility, explaining medical and/or dental benefits, and checking claims status are just a few of the ways you’ll assist our customers

  • Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
  • Analyzes problems and provides information/solutions.
  • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Researches and analyzes data to address operational challenges and customer service issues.
  • Provides external and internal customers with requested information.
  • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
  • Uses computerized systems for tracking, information gathering and troubleshooting.
  • Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
  • Seeks, understands and responds to the needs and expectations of internal and external customers. 

Qualifications:

  • Requires strong oral, written and interpersonal English communication skills, problem-solving skills, facilitation skills, and analytical skills.
  • College Graduates of any course with no previous experience OR High School Graduates with at least 6 months of BPO / call center experience. Fresh graduates / entry-level candidates interested to explore a career in the healthcare information management industry are encouraged to apply. 
  • Previous BPO / contact center experience in a voice account is an advantage, but NOT REQUIRED (healthcare program experience is preferred).
  • Current work setup is virtual / work-from-home, but candidates must be willing to work in BGC, Taguig when the need for onsite reporting resumes. Work schedule is night shift and shifting (depending on US geolocation coverage).

Work-from Home Capability Requirements:

  • You must have existing wired / DSL internet connection. Mobile LTE hotspot / pocket wifi / wireless broadband does not meet onshore client specifications on connection reliability.
  • Internet connection speed must be at least 20 Mbps. Candidates will be asked by recruitment team to provide a screenshot of internet speed test results with download and upload speeds (recommended - speedtest.net) as part of the screening process.
  • Client will be providing the physical work-from-home setup as part of onboarding (would still depend on serviceability of candidate's area - NCR and parts of Calabarzon and Bulacan only due to region/city-specific quarantine restrictions), but candidate must be able to take the online exam on a desktop PC as part of the screening process.

Salary:

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