Job Summary
The role of SPE Customer Service HC focuses on providing empathetic and accurate assistance to healthcare customers through phone and digital channels in a remote work from home environment during night shifts. The professional will handle inquiries resolve issues and ensure service quality for a healthcare call center while following compliance standards and protecting customer data.
Responsibilities
- Handle inbound and outbound customer interactions for healthcare services by offering clear explanations resolving questions and ensuring every contact is documented accurately in the call management system.
- Resolve member and patient inquiries related to benefits eligibility claims status and appointment coordination by applying healthcare call center guidelines and maintaining consistent service quality.
- Apply active listening and de escalation techniques to manage complex or emotionally sensitive healthcare situations aiming to reduce customer stress and deliver a calm and supportive experience.
- Collaborate with internal operations clinical support and billing teams by sharing precise case details and follow up tasks so that customer issues are resolved within the agreed timelines.
- Use knowledge base articles and standard operating procedures to provide compliant answers avoid miscommunication and reduce repeat calls from customers seeking clarification.
- Document every interaction with customers in the customer relationship platform by capturing reason for contact actions taken and final outcome to support audits and continuous improvement.
- Adhere to night shift schedules and work from home guidelines by maintaining punctual logins meeting availability targets and following security procedures for handling sensitive information.
- Monitor personal performance metrics such as average handling time first contact resolution and customer satisfaction scores to identify areas where service can be improved.
- Follow healthcare compliance requirements including privacy standards and internal risk controls by safeguarding personal information and verifying customer identity for each interaction.
- Support service improvement activities by sharing recurring issue patterns customer feedback and suggestions that can enhance scripts workflows and digital self service options.
- Participate in regular training sessions and calibration exercises to stay updated on healthcare plans system changes and new call handling expectations in a remote working environment.
- Maintain professional communication during every interaction by using inclusive language neutral tone and clear explanations that help customers make informed decisions.
- Coordinate with supervisors through virtual meetings and messaging tools to seek guidance for complex cases and ensure that unresolved issues are escalated appropriately.
Qualifications
- Possess prior experience of at least two years in customer service operations where responsibilities included handling high volume contact center interactions and delivering consistent service quality.
- Hold practical exposure to healthcare call center environments with familiarity in terminology benefit structures and typical workflows used for managing member or patient inquiries.
- Demonstrate strong verbal and written communication abilities that enable clear explanations of healthcare information to customers with diverse backgrounds and levels of understanding.
- Exhibit comfort with night shift work and remote work arrangements by maintaining a quiet workspace reliable connectivity and discipline in managing schedules and breaks.
- Show proficiency in using customer relationship tools and call management applications by efficiently navigating multiple windows entering notes and retrieving information during live calls.
- Display problem solving skills by identifying root causes behind customer issues suggesting practical options and following up as needed to confirm resolution.
- Value empathy and customer centered behavior by recognizing the emotional and personal impact of healthcare topics and adjusting responses to provide reassurance.
- Prefer experience or training related to healthcare regulations and data protection practices so that customer interactions align with industry expectations and organizational policies.
Certifications Required
Preferred certifications include customer service or contact center credentials and healthcare customer care programs such as Certified Healthcare Customer Service Professional.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
