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.
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.
