Customer Care Senior Representative

NTT America, Inc.; Quezon; On-site; PHP 201,000 - 290,000; Full time

Job summary

NTT DATA is seeking a detail‑oriented Medical Records Reviewer to support US health insurance submissions from the Philippines. You will review electronic records, identify inconsistencies, and communicate with insurers and providers to ensure accurate claims processing.

In this role, you will learn and use CRM systems, perform required calls, and respond to customer inquiries with quality and speed. A high school diploma and 1–2 years in healthcare are preferred.

Qualifications

• Proficiency in Microsoft Office and general computer operations.
• Must be detail oriented with accurate record-keeping.
• Ability to learn and follow basic process directions.
• Strong written and spoken English skills are essential.
• 1–2 years of experience in the medical field preferred.

Responsibilities

• Performs timely and accurate review of electronic records and submissions.
• Identifies inaccuracies and reports improvements needed in reviewed documents.
• Learns CRM system and accesses internal resources for timely information.
• Performs inbound and outbound calls to insurance companies, facilities, and customers.
• Responds to customer requests by phone or written communication to ensure satisfaction.
• Analyzes medical insurance claims for quality assurance.
• Resolves moderately routine questions following guidelines.
• Conducts routine research on customer inquiries.
• Develops knowledge of healthcare insurance products, services, and team processes.

Skills

Microsoft Office

English proficiency

Attention to detail

Independent worker

Learning agility

Medical claims knowledge

CRM systems

Education

High school diploma

Tools

CRM systems

Job description

Responsibilities

• Performs timely and accurate review of electronic records/documentation scanning for completeness of submissions in accordance with established policies.
• Identifies opportunities and reports on inaccuracies that may be present in reviewed documents
• Learns CRM system and is able to access different internal online resources to obtain required information in a timely manner.
• Performing inbound and outbound calls to insurance companies, medical facilities and customers in the US.
• Responding to customer requests by phone and/or in writing to ensure customer satisfaction and to assure that service standards are met
• Analyzing medical insurance claims for quality assurance
• Resolving moderately routine questions following pre-established guidelines
• Performing routine research on customer inquiries.
• Developing and maintaining a solid working knowledge of the healthcare insurance industry and of all products, services and processes performed by the team

Requirements

• Proficiency in Microsoft office programs and general computer operations
• Ability to learn and follow basic direction on process
• Must have mastery of the English language, both oral and written
• Must be detail-oriented and organized to maintain accurate records
• Must have the ability to focus and work quickly
• Able to work independently
• Sense of urgency in reporting any concerns to immediate supervisor
• High School diploma or equivalent required
• 1-2 years' experience working in the medical field preferred

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