DE033296-Customer Service New Associate

Freelio; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Freelio is hiring a Customer Service New Associate in Quezon City to provide functional support for enrollment issues and requests. You will review and process enrollment accurately, verify plan eligibility, analyze election types, and update notes based on call results using the project tools.

This on-site role requires a Standard Voice Profile and offers night shifts with weekends off. You will log activities in Verint and DPL, escalate when needed, and help members while maintaining quality

Qualifications

• Standard Voice Profile requirement.

Responsibilities

• Review and process enrollment requests accurately and timely.
• Verify membership eligibility to enroll in plans with provided SEP/Election Period.
• Analyze enrollment required election types to complete applications.
• Update notes based on call results.
• Verify correct PCP using available tools; ensure PCP in MP is recorded.
• Review requested PCP information for new applications and ensure accuracy.
• Perform validation steps in HRP to confirm PCP participation in the selected plan.
• Assist members and escalate out of scope issues to other departments.
• Provide accurate information per trainings and team guidance.
• Do not drop or terminate calls without caller permission.
• Follow standard scripts and display courtesy at all times.
• Meet production targets and 7.1-hour target; log activities in Verint and DPL.
• Notify supervisor of urgent issues affecting quality or process consistency.
• Log and research enrollment issues with provided tools; fix audit findings.
• Participate in team huddles and calibrations; become SME for common cases.
• Read Accenture and client communications for updates and instructions.
• Create RCA when needed.

Skills

Standard Voice Profile

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 AssociateWORK SETUP: Return to OfficeOVERALL 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 escalate issues.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 ShiftProject Rest Day: Weekends OffProject/Team Location: Quezon Cyberpark Tower 3SKILL AND QUALIFICATIONS:• Standard Voice Profile• No experience required