Clinical Support

Wipro; Compostela; On-site; PHP 300,000 - 420,000; Full time

Job summary

Wipro Limited is seeking a Clinical Support professional in Cebu City, Philippines to provide effective technical support and resolve client issues to meet SLAs. The role requires excellent English communication, strong customer service orientation, and the ability to work in shifts including graveyard schedules and holidays.

You will handle calls, document interactions, and escalate when necessary, while ensuring compliance with company policies and information security standards.

Qualifications

• Experience with customer service roles, preferably in healthcare/insurance.
• Excellent English communication skills, both verbal and written.
• Ability to listen actively and document interactions accurately.

Responsibilities

• Handle inbound and outbound calls according to quality standards.
• Deliver excellent customer service and ensure customer satisfaction in all calls.
• Document each call accurately and escalate when needed.
• Address customer queries and provide first contact resolution when possible.
• Escalate to proper parties following protocols and maintain policy compliance.
• Stay updated on company policies including Information Security Management Systems.

Skills

Customer service

English communication

Active listening

MS Office

Teamwork

Analytical skills

Problem solving

Shift work

Interpersonal skills

Independent worker

Tools

MS Office

Job description

Company : Wipro Job Type : Full Time Cebu City, Philippines

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description - Clinical Support

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Skills Required

• Customer service orientation
• Excellent English communication skills (verbal and written) with neutral accent
• Active listening skills
• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
• Teamwork
• Reasonable analytical skills
• Situation handling skills
• Good motivational fit (job, organization, location)
• Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required.
• Excellent verbal and written communication skilled with neutral accent.
• Good interpersonal and people handling skills with good problem-solving approach and solutions.
• Works independently, dependable with attention to details.
• Able to work with multiple systems.
• Excellent customer service skills.
• Expert knowledge of Member Services process in the healthcare industry
• Knowledge of client and end user requirement.

Roles and Responsibilities:

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Member Enrollment(Payer)

Experience: 1-3 Years

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.