Healthcare Helpdesk Associate

UST; Taguig; On-site; PHP 167,000 - 234,000; Full time

Job summary

UST in Taguig, Philippines is seeking a customer service professional to respond to inquiries about insurance benefits, claims, and provider contracts. You will analyze issues, document customer data, and maintain records while collaborating with internal teams to resolve requests efficiently.

A high school diploma and at least 1 year of service experience are required, with a night shift and onsite work at McKinley.

Qualifications

• High school diploma required.
• Minimum 1 year experience in customer service.
• Proficiency in data entry and database use.
• Strong verbal and written communication skills.

Responsibilities

• Respond to customer inquiries via telephone and written correspondence.
• Provide accurate information about insurance benefits, claims, and provider contracts.
• Analyze issues and deliver effective solutions promptly.
• Retrieve and document customer information accurately in the database.
• Maintain thorough documentation of inquiry outcomes for tracking.
• Build positive relationships and collaborate with internal teams.
• Conduct data research to address operational challenges.
• Follow up via calls or emails to ensure satisfaction and resolution.
• Adapt to non-standard procedures using automated systems while staying compliant.

Skills

Excellent communication

Problem solving

Analytical skills

Data entry

Multitasking

Customer focused

Facilitation

Night shift

Onsite (McKinley)

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

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

Key Qualifications

Education

• High school diploma or equivalent is required

Experience

• Minimum of 1 year of experience in a similar 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, Customer Service, Helpdesk