Experience: 2- 6 years of International Calling Experience.
- Manage Inbound & Outbound calls and customer service enquiries, in this profile specifically agent will be answering inbound calls which they will receive from the providers/pharmacies/members to seek assistance on benefits or on claim denials.
- US Medical/PBM denied Claims Handling process.
- Utilization Management handling including PA, Appeals, etc.
- RCM cycle that is used to manage the financial cycle of a patients encounter.
- Management and resolve customer complaints.
- Identifying customers needs, clarify information, research every issue and providing solutions.
- Working towards highest level of customer satisfaction.
- Must maintain high patience level while handling cases/queries.
- Following call centre scripts when handling different topics.
- Work with the team to resolve issues with positive aptitude.
- Maintain and prepare activity reports.
- Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
Mandatory Skills/Experience:
- Candidates must be willing to work in Voice process.
- Should be comfortable with rotational shifts and offs.
- Should be comfortable with working on Indian Holidays.
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Ability to multi-task, set priorities and manage time effectively
- Customer focus and adaptability to different personality types.
- Previous experience in US Healthcare will be an added advantage.
- Immediate joiners will be given the top preference.