DE033296-Customer Service New Associate

8003 Accenture Inc Company; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Accenture Philippines is seeking a Customer Service New Associate to provide functional support for enrollment issues, review requests, and ensure accurate demographic data and plan eligibility. The role is night shift and on-site at Quezon Cyberpark Tower 3, with weekends off, emphasizing adherence to quality standards and precise data handling.

Responsibilities include processing enrollment requests, validating PCP assignments, logging interactions, and maintaining compliance with training and

Qualifications

• Standard Voice Profile requirement.
• No experience required for the role.

Responsibilities

• Reviewing and processing enrollment requests accurately and timely.
• Verify member demographics to prevent NPD issues.
• Understand plan eligibility and enrollment election types.
• Log notes accurately based on call results.
• Verify appropriate PCP assignment for new applications.
• Ensure PCP information is correct in MP system.
• Perform necessary validation steps in HRP for PCP participation.
• Assist members and redirect to other departments when needed.
• Provide accurate information from trainings and team discussions.
• Maintain call quality and adhere to spiels and courtesy standards.
• Meet production targets and 7.1 hours per shift.
• Notify supervisor about urgent quality or process issues.
• Log activities in Verint and DPL.
• Research and resolve enrollment issues using project tools.
• Review and address audit findings with timely rebuttals.
• Conduct self-quality audits with FPY goal.
• Participate in team huddles and process calibrations.
• Become SME for common cases.

Skills

Standard Voice Profile

No experience required

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

POSITION TITLE: Customer Service New Associate

WORK SETUP: Return to Office

OVERALL PURPOSE: Provide functional support for resolution of Enrollment issues and requests. Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues. Assess and resolve standard and non-standard issues. Seek advice and escal

RESPONSIBILITIES:

• Responsible for reviewing and processing enrollment requests in an accurate and timely manner. Ensuring that all demographic information belongs to the correct member to avoid NPD issues.
• Responsible in membership verification review by understanding the plan eligibility requirements or if member is eligible to enroll in the plan with the provided SEP / Election Period.
• Responsible in understanding and analyzing the election types that is needed for enrollment to complete the application.
• Responsible in updating the notes correctly based on the call results.
• Accountable in verifying the correct Provider Care Physician (PCP) to be assigned to the member based on the available tools.
• Responsible in reviewing the requested PCP information for the new application to ensure correct PCP information is being recorded in MP.
• Performs necessary validation steps in HRP to ensure that the requested PCP is participating in the applicant's requested plan.
• Assist members in resolving their concerns and transfer to another department when needed and if out of scope.
• Provide accurate information based on the trainings and discussion with the team, team leads and quality team.
• No dropping/termination of calls without caller’s permission/knowledge.
• Follow standard spiels whenever possible and applicable.
• Practice courtesy always.
• Ensure that set production target and production hours (7.1 hours) are met.
• Initiative to notify supervisor for any urgent issue related to quality or consistency of the process of all vendors and client.
• Ensure to log properly the activities in Verint and DPL.
• Research and resolve issues in an enrollment request given the tools provided by the project.
• Ensures the desired quality standards are reached by adhering on usage of checklist and SWIs. This includes the responsibility to review and provide a timely rebuttal response whenever there is/are audit findings.
• Performs self-quality audit of all transactions processed and ensure 100% FPY.
• Attending and actively participating in team huddles, meetings, process related discussions or calibrations (including PKT or process knowledge test).
• Become a subject matter expert for easy to average cases.
• Proactively read Accenture and Client emails for company and work updates/instructions.
• Knowledgeable in creating RCA.

OTHERS:

• Project Shift Schedule: Night Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Quezon Cyberpark Tower 3

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• No experience required

About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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