Job Summary
This entry level role focuses on delivering empathetic and accurate customer service for healthcare call center operations in a remote work from home environment during night shifts. The professional will respond to patient and member inquiries resolve issues related to healthcare services and document interactions with high attention to detail. By ensuring clear communication and timely resolution the role supports quality care access and strengthens trust in the companys healthcare solutio
Responsibilities
- Handle inbound and outbound customer calls for healthcare services with calm and professional communication while working from home during scheduled night shifts
- Resolve patient and member inquiries related to appointments coverage claims and service status by following standardized healthcare call center procedures and documented workflows
- Provide clear explanations of healthcare plan details benefits and service options to customers to help them make informed decisions that support better health outcomes
- Document every customer interaction in the call center system with accurate and complete information to support continuity of care and compliance audits
- Follow defined escalation protocols for complex medical or billing questions by routing issues to appropriate clinical or administrative teams for timely resolution
- Maintain strict adherence to data privacy regulatory requirements and company policies when handling personal health information and customer records
- Use call handling tools knowledge bases and scripts effectively to deliver consistent high quality responses while meeting defined performance metrics such as average handling time and first contact resolution
- Collaborate virtually with supervisors and peers through online channels to share updates on recurring issues and contribute feedback that improves healthcare call center processes
- Adapt communication style to support diverse customer needs including older adults and individuals with limited technical literacy while remaining respectful and inclusive
- Monitor personal productivity dashboards and performance reports to identify areas for improvement and take proactive steps to enhance service quality and reliability
- Support company initiatives that promote accessible and patient centered healthcare by delivering dependable customer service that reinforces trust in digital and telephonic care channels
- Contribute to a positive remote team culture by participating in scheduled meetings training sessions and coaching discussions that strengthen customer experience capabilities
- Assist in identifying patterns in customer feedback and call reasons to help the organization refine healthcare offerings and improve the overall impact on community health
Qualifications
- Demonstrate foundational experience in customer service environments with the ability to manage high call volumes and prioritize issues based on urgency and impact
- Apply knowledge of healthcare call center operations to handle inquiries about appointments eligibility and benefits in a structured and compliant manner
- Show strong verbal communication and active listening skills to understand customer concerns clarify expectations and confirm resolution steps without causing confusion
- Use basic computer applications and call center platforms effectively including navigation between multiple systems while maintaining focus on the customer conversation
- Exhibit strong attention to detail and accuracy when entering customer data recording call notes and reviewing information related to healthcare services
- Display resilience and reliability in night shift schedules with the ability to maintain consistent performance and courteous behavior throughout extended remote work periods
- Approach challenging situations with empathy and problem solving mindset aiming to de escalate frustration and guide customers toward practical solutions that support their health needs
Certifications Required
Preferred certifications include healthcare customer service training or call center fundamentals such as HIPAA awareness and basic healthcare service compliance.
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, provincial or local laws.
