Associate II - Healthcare Helpdesk

UST; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

UST is seeking a dedicated Healthcare Helpdesk professional in Metro Manila to handle customer inquiries by phone and email, providing accurate information on benefits, claims, and provider contracts. You will analyze issues, document actions in the system, and collaborate with internal teams to resolve requests efficiently.

The role requires at least 1 year in an automated customer service environment, excellent communication, and the ability to manage multiple tasks in a fast-paced setting.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 1 year of experience in an automated customer service environment.
• Excellent oral and written communication; strong problem-solving and analytical abilities.
• Proficiency with computer systems and databases for data entry and retrieval.
• Ability to manage multiple tasks in a fast-paced setting.
• Night shift and onsite at McKinley are required.

Responsibilities

• Respond to customer inquiries via telephone and written correspondence, providing accurate information about benefits, claims, and contracts.
• Analyze customer issues and deliver effective solutions promptly.
• Retrieve and document customer information accurately in the database.
• Maintain documentation of inquiry outcomes for tracking and analysis.
• Build and sustain positive relationships with customers and collaborate with internal teams.
• Research and analyze data to address operational challenges.
• Manage follow-up communications via calls or emails to ensure satisfaction.
• Adapt to non-standard procedures using automated systems with accuracy and compliance.
• Understand and respond to needs of internal and external customers.

Skills

Communication skills

Written communication

Interpersonal skills

Problem solving

Data entry

Multitasking

Night shift

Onsite work

Customer service

Education

High school diploma

Job description

• 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

Role Description

• 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 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

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)

Healthcare Helpdesk, Call Center, Customer Service