JOB PURPOSE
Take inbound calls to assist with caller's account inquiry.
Take payments and insurance information as needed and required by the client.
Ensure that good customer experience is delivered to callers and clients.
Reports to his respective Team Leader"
KEY RESPONSIBILITY AREAS (KRA)
- Handles Both Inbound and Outbound Calls.
- Handles customer requests, complaints, billing inquiries and other related concerns with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
- Prepares complete and accurate work and update customer file.
- Communicates effectively with individuals /team in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfers misdirected customer requests to an appropriate party.
- Demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center based on WorldSource practices and operations.
- Communicates with customers using web -based tools and demonstrates the associated proficiency and grammar.
- May be assigned to work for another department depending on the business needs.
- May be required to work in one or multiple queues or skill sets over various customer contact channels.
- Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participates in activities designed to improve customer satisfaction and business performance.
- Needs to meet or exceed minimum client expectations.
GENERAL RESPONSIBILITIES
- Ensures strict confidentiality of clients, patients, and financial records to comply with PHI, ePHI and HIPAA
- Review, acceptance, and understanding of workplace culture statement
- Responsible to comply with organization's policies and procedures, adhere to Code of Conduct
- Ensures to complete the required compliance training modules and report any observations of non-compliance
- Other duties that may be assigned