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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
