Job Summary

Responsibilities:
Handle inbound and outbound customer interactions for payer related queries with clear communication and timely resolution while maintaining high service quality in a hybrid night shift setting.

Document customer contacts case details and resolutions using MS Office tools to maintain accurate records that support audit readiness and continuous service improvement.

Coordinate with internal payer operations teams to research complex claim or policy questions and provide customers with clear explanations that improve understanding and reduce repeat contacts.

Analyze customer complaints and feedback to pinpoint root causes and propose practical changes that improve first contact resolution and overall service experience for members and providers.

Follow standard operating procedures and quality checklists for payer processes so that each interaction aligns with contractual service levels and regulatory obligations.





Use call handling and ticketing systems alongside MS Office to prioritize work queues manage follow ups and ensure that all cases are closed within agreed timelines.

Collaborate with quality and training teams by sharing real world call scenarios and documentation gaps that can be used to refine scripts reference materials and learning content.

Support night shift operations by being flexible with schedules adhering to attendance expectations and contributing to a stable coverage model for critical payer support windows.

Communicate clearly with peers and supervisors during hybrid work through regular virtual check ins and status updates so that team members remain aligned on workload and performance goals.

Maintain up to date understanding of payer products plan changes and policy updates by reviewing reference documents and participating in refresh sessions that improve customer guidance.

Contribute to company purpose by resolving healthcare access and coverage issues in a way that reduces stress for customers an

📌 Spe-customer Service Hc (Pune)
🏢 Cognizant
📍 Pune