PE-Customer Service HC

Cognizant; Chennai District; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Cognizant is seeking a hybrid night-shift customer service associate to support payer domain processes using MS Office tools. The role focuses on responsive, empathetic service, accurate documentation, and compliant records to improve payer operations and overall service quality.

The candidate will handle inquiries from members and providers, explain complex benefit and payment questions, and coordinate with internal teams during night shifts to ensure seamless support.

Qualifications

• Practical experience using MS Office apps to capture customer data.
• Strong customer service practices: active listening, clear communication.
• Understanding of payer domain concepts: coverage rules, claims, payments.
• Ability to work night shifts in a hybrid model.
• Attention to detail in documenting interactions and updating records.
• Familiarity with basic ticketing or case management workflows.
• Customer-centric mindset promoting trust and respectful service.

Responsibilities

• Handle member and provider inquiries related to payer processes with clear communication and timely resolution using MS Office to document interactions.
• Address complex benefit eligibility, claim, and payment questions with clear explanations.
• Coordinate with internal teams during night shifts to ensure uninterrupted service for payer customers.
• Maintain detailed call logs and records in MS Office for audit readiness.
• Monitor service queues and prioritize cases by urgency and impact.
• Escalate recurring issues with documentation and improvement suggestions.
• Verify customer identity and coverage details in payer systems to protect information.
• Collaborate in a hybrid environment by sharing updates and case learnings.
• Support customer satisfaction by setting expectations and following up on inquiries.
• Ensure compliance with payer regulations and internal guidelines.
• Use spreadsheets/templates to track performance and service trends.
• Participate in knowledge sharing to stay updated on payer policy changes.
• Assist in preparing simple summary reports of feedback and outcomes.

Skills

Customer service

Active listening

Communication skills

Problem solving

Night shift adaptability

Tools

MS Office

Job description

Job Summary

This hybrid night shift role focuses on delivering responsive and empathetic customer service for payer domain processes using MS Office tools to manage inquiries documentation and reporting. The position supports accurate resolution of member and provider issues maintains compliant records and contributes to streamlined payer operations that enhance customer trust and overall healthcare service quality.

Responsibilities

• Handle incoming member and provider inquiries related to payer processes with clear communication and timely resolution using MS Office tools to document each interaction comprehensively.
• Respond to complex benefit eligibility claim and payment questions by accessing payer systems and translating information into simple and accurate explanations for customers.
• Coordinate with internal operations and support teams during night shifts to ensure uninterrupted customer service and consistent handling of urgent payer related issues.
• Maintain detailed and well structured call logs email records and case notes in MS Office applications to support audit readiness and continuous process improvement.
• Monitor service queues and prioritize cases based on urgency and impact focusing on resolution quality while meeting agreed turnaround times for payer customers.
• Escalate patterns of recurring issues system defects or policy confusion to designated teams providing clear documentation and suggestions for service enhancement.
• Verify customer identity and relevant coverage details in payer systems to protect sensitive information while ensuring correct application of benefits and policies.
• Collaborate with team members in a hybrid work environment by sharing updates best practices and case learnings through organized MS Office reports and trackers.
• Contribute to customer satisfaction objectives by offering empathetic service setting realistic expectations and following up on unresolved payer inquiries until closure.
• Support compliance with payer regulations and internal guidelines by following documented procedures reporting exceptions and aligning communications with approved standards.
• Use spreadsheets and templates in MS Office to track individual performance metrics identify service trends and support data driven improvements in customer experience.
• Participate in knowledge sharing huddles and process refresher sessions to stay updated on payer policy changes and reflect them accurately in customer interactions.
• Assist in preparing simple summary reports of customer feedback common pain points and service outcomes that help the company refine payer services and societal impact.

Qualifications

• Demonstrate practical experience using MS Office applications including word processing and spreadsheets to capture customer information and organize payer service data.
• Show working knowledge of customer service practices such as active listening clear verbal and written communication and structured problem solving in a support environment.
• Apply understanding of payer domain concepts including coverage rules claim handling and payment processes to interpret inquiries and provide relevant guidance.
• Display ability to work in night shifts within a hybrid model while maintaining focus reliability and consistent responsiveness to customer needs.
• Exhibit strong attention to detail when documenting interactions updating records and verifying payer information to reduce errors and rework.
• Highlight familiarity with basic ticketing or case management workflows even at entry level showing readiness to learn specific payer tools and systems.
• Emphasize a customer centric mindset that values fairness clarity and respect helping the organization build long term trust and positively influence healthcare access.