Process Associate – Operations – USA
Job Description:
Follows all predefined guidelines and timelines such as verifying documents, analysis of data and deliver required information to client on a timely manner in order to meet SLA target and to ensure that the performance parameters are met
Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
Effectively executes calls of the client’s customers, resolves query/issue as per deliverable outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards
Handles individual cases that need re-work in order to ensure high customer satisfaction/NPS score from the end user
Delivers on the new process/approach in order to meet client and internal goals
Performs stand-alone activities or high volume transactions such as customer calls, emails, chats, requests/orders including cancelling, adding, and modifying per customer requirements in order to ensure SLA adherence, customer satisfaction, quality and compliance
Qualifications:
High School Diploma or GED Equivalent
Preferred
Experience in customer support or data entry
Ability to work with in Microsoft Office
Professional written and verbal communication
Analytical skills
Fully bilingual (Spanish and English)
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