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