Process Associate-Voice at HCLTech · Taguig

Job Summary

We are seeking a customer-focused and detail-oriented Customer Service Representative (CSR) to support our healthcare account. The CSR will assist patients, healthcare providers, and insurance members by handling inquiries related to benefits, eligibility, claims, billing, appointments, and other healthcare services. The ideal candidate possesses excellent communication skills, empathy, and the ability to maintain confidentiality while delivering exceptional customer service.

Key Responsibilities

Key Responsibilities • Handle inbound and outbound customer calls in a professional and courteous manner. • Respond to inquiries regarding health insurance benefits, coverage, eligibility, claims, and billing. • Assist members, patients, providers, and healthcare facilities with account-related concerns. • Verify member information and accurately document customer interactions in the system. • Resolve customer issues efficiently while adhering to company policies and healthcare regulations. • Escalate complex concerns to the appropriate department when necessary. • Maintain confidentiality and protect sensitive customer information in compliance with healthcare privacy requirements. • Meet established quality, productivity, and customer satisfaction targets. • Stay updated on healthcare policies, procedures, and account-specific guidelines. • Provide accurate information and educate customers on available healthcare services and programs.

Skill Requirements

Preferred: • Previous experience in a call center, customer service, healthcare, insurance, or healthcare BPO environment. • Familiarity with healthcare terminology, insurance plans, claims processing, or member services. • Experience using CRM or customer support software. Work Environment: • Voice and/or non-voice customer support environment. • Rotating shifts, including weekends and holidays, as required. • On-site, hybrid, or work-from-home setup depending on business needs. • Customer Service Representative (CSR) – Healthcare Account

Other Requirements

Qualifications: • College Graduate / Undergraduate (BPO experience is required) • Excellent verbal and written communication skills. • Strong customer service and problem-solving abilities. • Basic computer proficiency and ability to navigate multiple systems. • Ability to work in a fast-paced environment. • Strong attention to detail and organizational skills.