Immediate Opening | Customer Support Representative | immediate Joiner

Rxadvance Pbm; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

Rxadvance Pbm in India seeks a customer support executive for a voice process in the US Healthcare domain. 2-6 years of international calling experience is preferred.

You will handle inbound calls from providers/pharmacies/members to seek assistance on benefits or claim denials, and manage denials, PA, appeals, and related RCM activities while ensuring high customer satisfaction. Willingness to work in rotational shifts and Indian holidays, strong communication, and CRM familiarity are required;

Qualifications

• Must work in voice process.
• Comfortable with rotational shifts and offs.
• Willing to work on Indian holidays.
• Strong phone and verbal communication skills; active listening.
• Familiarity with CRM systems and practices.
• Able to multi-task, set priorities and manage time.
• Customer focus and adaptability to different personality types.
• Previous US Healthcare experience is an advantage.

Responsibilities

• Manage inbound and outbound calls and customer service enquiries for providers/pharmacies/members seeking assistance on benefits or on claim denials.
• Handle US Medical/PBM denied claims processes.
• Manage Utilization Management including PA and Appeals.
• Oversee RCM cycle for financial management of patient encounters.
• Identify and resolve customer complaints; ensure high satisfaction.
• Identify customer needs, clarify information, research issues, and provide solutions.

Skills

Voice process

Rotational shifts

Indian holidays

Phone communication

CRM familiarity

Multi-tasking

Customer focus

US healthcare experience

Tools

CRM systems

Job description

Role & responsibilities

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 good 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.