Job Summary
This role focuses on delivering high-quality customer service for health care clients through responsive case handling and accurate documentation while working from home during day shifts. The position involves using MS Excel to track appeals and grievances efficiently supporting process transparency and continuous improvement that enhances member satisfaction and contributes to more reliable health care outcomes.
Responsibilities
- Responsible for reviewing and adjudicating pharmacy appeals submitted through an external portal in accordance with state-specific requirements and guidelines.
- Validates claim and adjudication details, including drug/NDC information, quantity, pricing, and supporting documentation to ensure accuracy and completeness.
- Investigates and resolves exceptions such as invoice discrepancies, NDC mismatches, incomplete submissions, and corrupted or missing documentation through direct communication with pharmacies.
- Determines appeal outcomes by granting or denying requests based on established criteria and supporting evidence.
- For approved appeals, creates adjustment requests and cases with detailed instructions to facilitate claim reversal and reprocessing, ensuring pharmacies receive accurate reimbursement.
Daily Responsibilities:
- Handle incoming customer inquiries with calm and structured communication ensuring that each interaction is documented accurately and resolved within agreed timelines while working from home during day shifts.
- Manage case records in MS Excel by maintaining detailed logs of customer requests appeals and grievances enabling clear visibility of case status for internal teams and contributing to reliable reporting.
- Update and organize spreadsheets with standardized formats for customer service metrics such as response times and resolution rates supporting data driven decisions that improve service quality.
- Collaborate with internal operations and clinical support teams through virtual channels to clarify case details align on next steps and ensure every customer concern is addressed thoroughly and consistently.
- Escalate complex service issues using defined procedures providing clear written summaries that help specialist teams evaluate appeals or grievances efficiently and fairly.
- Monitor daily work queues and prioritize cases based on urgency and impact ensuring that time sensitive appeals and grievances are handled promptly to protect member trust and satisfaction.
- Verify completeness of customer information and supporting documents in MS Excel trackers reducing errors and rework while helping the organization meet compliance and audit expectations in the health care domain.
- Provide follow up communication to customers about case progress offering realistic timelines and empathetic explanations that reduce uncertainty and support a positive overall service experience.
- Contribute to continuous improvement activities by identifying recurring customer issues summarizing patterns in Excel reports and recommending practical changes that simplify processes for members and internal stakeholders.
- Adhere to defined customer service standards and regulatory guidelines relevant to health care appeals and grievances helping safeguard data privacy and ethical handling of sensitive member information.
- Support knowledge sharing across the customer service team by documenting best practices and frequently asked questions in structured formats enabling quicker onboarding and more consistent responses.
- Participate in virtual training and coaching sessions to strengthen skills in MS Excel communication and case management ensuring ongoing growth and readiness to handle evolving customer needs.
- Assist in generating simple daily and weekly Excel based summaries of customer service performance helping management understand service levels and identify areas where process refinement can benefit members and society.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
