Job Summary
Serve as a specialist in customer service for the healthcare provider domain resolving complex inquiries from patients and provider staff through remote channels. Use deep process knowledge and empathy to deliver consistent high quality support that improves care experiences. Collaborate virtually with cross functional teams to enhance service workflows and drive measurable satisfaction gains in a work from home day shift role.
Responsibilities
- Handle end to end resolution of customer service requests from healthcare providers and patients ensuring accurate information clear communication and timely closure of each case in a work from home setting.
- Manage daily queues of provider inquiries related to eligibility benefits authorizations and claim status prioritizing cases based on urgency and potential impact on patient care.
- Respond to customers through phone chat and email channels with a calm and professional tone capturing detailed interaction notes to support traceability and continuous improvement.
- Analyze patterns in recurring provider issues document root causes in internal tools and propose changes to knowledge articles or processes that reduce repeat contacts.
- Coordinate with internal clinical operations and billing teams to obtain clarifications on complex cases then translate outcomes into clear non technical language for customers.
- Use customer service platforms and case management systems to log interactions update status and maintain accurate records that support audit readiness and regulatory expectations.
- Apply healthcare provider domain understanding to validate information shared by customers identify discrepancies and guide them through the correct steps to resolve their concerns.
- Adhere strictly to company policies privacy rules and healthcare regulations while handling sensitive data minimizing risk and protecting customer trust at all times.
- Monitor individual performance metrics such as first contact resolution handle time quality scores and customer satisfaction and adjust personal work approach to meet or exceed defined targets.
- Partner with team members and support functions through virtual collaboration tools to share insights calibrate service standards and keep current on process updates relevant to the provider domain.
- Assist in testing and providing feedback on new or updated customer service tools scripts and workflows to ensure they are intuitive accurate and aligned with real world scenarios.
- Contribute to knowledge base maintenance by suggesting new articles correcting outdated content and adding clear stepwise guidance that empowers faster resolution for future contacts.
- Support the company mission by transforming every interaction into an opportunity to reduce administrative friction for providers indirectly enabling better focus on patient health outcomes.
Qualifications
- Demonstrate proven experience of at least three years in customer service roles where direct interaction with healthcare providers or similar stakeholders was a core responsibility.
- Show solid familiarity with provider domain topics such as eligibility verification benefits explanation claim inquiries and authorization processes gained through prior work experience.
- Exhibit strong verbal and written communication abilities that enable confident handling of difficult conversations while maintaining empathy and professionalism.
- Display comfort with using multiple digital systems in parallel including customer relationship tools ticketing platforms and office productivity applications in a remote environment.
- Bring a consistent track record of meeting or exceeding customer service performance indicators including quality scores response timelines and satisfaction measures.
- Possess good problem solving and analytical thinking skills that support investigation of incomplete information and formulation of clear next steps for customers.
- Value diversity inclusion and ethical behavior treating all customers with respect and demonstrating high integrity in every interaction.
Certifications Required
Preferred certifications include Certified Customer Service Professional or equivalent customer support credential.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
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