[ref. t44863916] Santa Ana - Associate II - Healthcare Helpdesk
The associate plays a critical role in delivering exceptional customer service by addressing inquiries and resolving issues related to insurance benefits, provider contracts, eligibility, and claims. This position requires strong communication, problem-solving, and analytical skills to ensure customer satisfaction and operational efficiency.
Responsibilities:
Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts
Analyze customer issues and deliver effective solutions promptly and professionally
Retrieve and document customer information, activities, and changes accurately within the database
Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis
Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner
Research and analyze data to address operational challenges and resolve customer service issues
Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution
Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance
Understand and respond effectively to the needs and expectations of both internal and external customers.
Key Qualifications
Education: High school diploma or equivalent is requiredExperience: Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience
Skills:
Strong oral, written, and interpersonal communication abilities
Excellent problem-solving and analytical skills
Proficiency in using computer systems and databases for data entry and retrieval
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Customer-focused mindset with a commitment to delivering exceptional service
Strong facilitation skills and the ability to coordinate with multiple teams
Amenable to work nightshift and onsite (Taguig)
Preferred Attributes
Proven ability to handle moderately complex functions with minimal supervision
Demonstrated capability to adapt and respond to diverse customer needs and scenarios