Skip to main content

Senior Process Executive - HC

a group of women sitting in a row


Job Summary

We are seeking a dedicated and experienced Senior Process Executive - HC with 2 to 4 years of experience in Customer Service. The ideal candidate will have a strong background in IVR and Healthcare Call Center operations. This is a work-from-home position with night shifts and no travel requirements. The role involves ensuring high-quality customer interactions and efficient process management.


Responsibilities

  • Manage and oversee customer service operations within the healthcare call center environment.
  • Provide exceptional customer support through IVR systems ensuring all inquiries are addressed promptly.
  • Handle complex customer issues and escalate them to the appropriate departments when necessary.
  • Monitor and analyze call center metrics to ensure service level agreements are met.
  • Implement process improvements to enhance customer satisfaction and operational efficiency.
  • Train and mentor junior staff members to ensure consistent service delivery.
  • Collaborate with team members to develop and implement best practices for customer interactions.
  • Maintain up-to-date knowledge of healthcare industry regulations and standards.
  • Ensure compliance with all company policies and procedures.
  • Utilize customer feedback to identify areas for improvement and implement corrective actions.
  • Prepare and present regular reports on call center performance to management.
  • Participate in team meetings and contribute to strategic planning initiatives.
  • Foster a positive and collaborative work environment to achieve team goals.

    • Qualifications

  • Possess a minimum of 2 years of experience in customer service within a healthcare call center.
  • Demonstrate proficiency in using IVR systems to manage customer interactions.
  • Exhibit strong problem-solving skills and the ability to handle complex customer issues.
  • Show excellent communication and interpersonal skills.
  • Have a solid understanding of healthcare industry regulations and standards.
  • Display the ability to work effectively in a night shift environment.
  • Be capable of working independently in a remote setting.
  • Show a commitment to continuous improvement and professional development.
  • Demonstrate the ability to train and mentor junior staff members.
  • Exhibit strong organizational and time management skills.
  • Possess the ability to analyze call center metrics and implement process improvements.
  • Show proficiency in preparing and presenting performance reports.

    • Certifications Required

    Certified Customer Service Professional (CCSP) or equivalent certification in customer service and call center operations.

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000 associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    About us:
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    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, state or local laws.

    Disclaimer: 
    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.

    Join our talent community

    Haven’t found the right opportunity yet? Receive the latest updates on job opportunities, recruitment events and company news tailored just for you.

    Sign up