Description
Role & responsibilities
- Respond to inbound and outbound calls related to healthcare insurance, claims, billing, and eligibility.
- Assist US-based members and providers with accurate and timely information.
- Maintain a strong understanding of healthcare benefits, medical terminology, and insurance workflows.
- Accurately document customer interactions and transactions in the system.
- Meet and exceed key performance metrics including quality, customer satisfaction (CSAT), and Average Handling Time (AHT).
- Collaborate with internal teams for escalation resolution and process improvement.
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
- Assist customers in navigating the member website, and other websites while encouraging and reassure them to become self-sufficient.
Preferred Candidate Profile
- 6 months - 4 years of experience in international voice/blended process
- Excellent verbal and written communication skills in English
- Strong interpersonal skills with the ability to remain patient and empathetic.
- Should be comfortable working in 24*7 Working Environment
- Basic computer literacy and typing skills
- Flexibility and ability to improvise and adapt to new situations
About Company
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
