Job Summary
This role focuses on delivering high quality customer service support for healthcare provider clients in a fully remote work model while working day shifts with no travel. The specialist will handle complex service requests resolve issues efficiently and collaborate with cross functional teams to improve service quality provider satisfaction and overall operational performance for a global organization.
Responsibilities
- Support daily customer service operations by responding to provider inquiries with accurate timely and empathetic communication that improves overall satisfaction and trust in the organization.
- Resolve complex provider issues related to eligibility benefits claims status and service authorization by using defined workflows and tools that reduce repeat contacts and improve first contact resolution.
- Document every interaction in the customer service system with clear complete and structured notes that support downstream processing audit readiness and team wide knowledge sharing.
- Collaborate closely with internal teams from operations clinical support and technology functions to address escalations and remove process blockers that impact provider experience.
- Analyze recurring provider issues and service patterns to identify process gaps and propose practical improvements that increase efficiency and reduce avoidable contacts.
- Adhere to all healthcare provider policies privacy standards and compliance guidelines while managing confidential information in a secure and responsible manner.
- Use remote collaboration tools and knowledge bases to stay updated on product changes policy updates and system enhancements that affect provider interactions.
- Meet or exceed defined service level targets for response time handling time and quality scores to support overall team performance objectives.
- Provide clear and concise explanations of complex service rules to providers in language that is easy to understand and aligned with organizational standards.
- Assist in testing and validating changes to customer service systems or workflows by offering feedback based on real provider scenarios that improve usability and adoption.
- Participate in remote team huddles coaching sessions and training events to continuously enhance customer service capabilities and healthcare provider domain knowledge.
- Maintain a structured work from home routine that ensures availability during day shift hours stable connectivity and a distraction free environment for provider interactions.
- Contribute ideas and insights that help the organization design more inclusive and accessible service experiences for diverse provider communities.
Qualifications
- Apply proven customer service experience of at least three years in resolving complex inquiries managing queues and maintaining high satisfaction scores in a service focused environment.
- Demonstrate strong domain familiarity with healthcare provider processes such as enrollment credentialing authorization and claims follow up in a regulated setting.
- Exhibit advanced communication skills that enable active listening clear verbal and written responses and professional de escalation of sensitive provider situations.
- Utilize solid analytical and problem solving skills to interpret policy rules system messages and supporting documentation in order to recommend accurate solutions.
- Operate customer service platforms case management tools and collaboration applications with confidence while adapting quickly to new technologies introduced by the organization.
- Display consistent time management and self organization skills that support effective work from home performance including managing priorities without direct on site supervision.
- Show commitment to continuous learning by engaging with domain training product updates and process refreshers to keep provider support knowledge current and relevant.
Certifications Required
Certified Customer Service Professional or any equivalent formal customer service certification relevant to healthcare provider support.
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
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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