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.
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.