Job Summary
This remote night shift customer service specialist role focuses on resolving complex payer related inquiries while leveraging strong expertise in MS Excel for analysis and reporting. The position supports continuous improvement of customer experience ensures accurate documentation of interactions and contributes to compliant handling of payer processes helping the organization deliver reliable service outcomes from a work from home environment.
Responsibilities
Handle payer related customer interactions with high attention to detail ensuring accurate issue understanding timely resolution and clear communication that strengthens trust in company services.Manage end to end case workflows for payer inquiries by documenting requests tracking status and closing tickets in alignment with defined service level expectations and quality standards.Utilize advanced MS Excel capabilities to analyze service data identify patterns in payer issues and produce structured reports that support operational decisions and process improvements.Coordinate with internal operations and support teams through virtual channels to clarify complex payer requirements and ensure that customer responses are accurate and compliant with policies.Maintain up to date knowledge of payer processes and guidelines applying this understanding to each interaction so that customers receive consistent and reliable information.Provide clear and empathetic communication in a night shift work from home setting adjusting tone and explanations to match customer needs while maintaining professional service standards.Track and update customer and payer information in designated systems with precision using Excel based logs or templates where appropriate to avoid errors and rework.Follow standardized escalation procedures for high impact or unresolved payer issues ensuring that critical cases are prioritized and monitored until final closure.Contribute to continuous service improvement by sharing recurring issue insights derived from Excel analysis and recommending practical changes to workflows or documentation.Adhere strictly to information security data privacy and compliance guidelines while working remotely ensuring that all customer and payer data is handled responsibly.Manage time effectively during night shifts by balancing inbound interactions follow up tasks and report preparation to meet daily and weekly performance targets.Support knowledge management by updating frequently asked questions response templates and Excel trackers so that the wider team can benefit from refined information and tools.Align daily activities with the company purpose of delivering dependable and ethical customer service enabling better payer experiences that indirectly improve access to essential services for society.
Qualifications
Possess two to four years of customer service experience with direct exposure to payer related processes demonstrating familiarity with terminology documentation and resolution frameworks.Show proven proficiency in MS Excel including use of formulas filters sorting pivot style analysis and data validation to manage service metrics and case tracking effectively.Demonstrate strong communication abilities in remote environments by using clear language structured explanations and active listening to handle diverse customer situations.Exhibit solid problem solving skills with the capacity to interpret payer issues review data points and select appropriate actions without unnecessary delays.Maintain reliable home office arrangements suitable for night shift work including stable connectivity and a distraction free setting that supports consistent performance.Display adaptability to process changes and new payer guidelines quickly incorporating updated instructions into daily workflows without impacting customer satisfaction.Prefer prior experience in business process outsourcing or shared service setups handling international or complex payer accounts where structured metrics were used to gauge performance.
Certifications Required
Preferred certification in MS Office or data analysis tools such as a recognized Excel specialist credential.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
