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
