Associate II - Healthcare Helpdesk

UST USource; Pateros; On-site; PHP 279,000 - 391,000; Full time

Job summary

UST USource in Metro Manila, Philippines, seeks a customer service representative to respond to inquiries about insurance benefits, claims, and contracts. You will analyze issues, document information in the database, and maintain outcomes for tracking.

The role requires 1 year in automated customer service and a high school diploma, with a night shift onsite at McKinley. You will collaborate with internal teams to resolve requests, manage follow-ups, and ensure customer satisfaction while

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of experience in an automated customer service environment.
• Excellent written and verbal communication skills.
• Able to work night shift and onsite.

Responsibilities

• Respond to customer inquiries via phone and written channels about insurance benefits, claims, and provider contracts.
• Analyze issues and deliver effective, prompt solutions.
• Retrieve and document customer information accurately in the database.

Skills

Communication skills

Analytical thinking

Data entry proficiency

Multitasking

Customer-focused

Team coordination

Night shift

Education

High school diploma

Tools

CRM systems

Job description

Key Responsibilities:

• Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts
• Analyze customer issues and deliver effective solutions promptly and professionally
• Retrieve and document customer information, activities, and changes accurately within the database
• Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis
• Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner
• Research and analyze data to address operational challenges and resolve customer service issues
• Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution
• Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance
• Understand and respond effectively to the needs and expectations of both internal and external customers

Key Qualifications

Education

• High school diploma or equivalent is required

Experience

• Minimum of 1 year of experience in an automated customer service environment

Skills

• Strong oral, written, and interpersonal communication abilities
• Excellent problem-solving and analytical skills
• Proficiency in using computer systems and databases for data entry and retrieval
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Customer-focused mindset with a commitment to delivering exceptional service
• Strong facilitation skills and the ability to coordinate with multiple teams
• Amenable to work nightshift and onsite (McKinley)