Senior Process Executive - HC

Job Summary

We are seeking a dedicated Senior Process Executive - HC with 2 to 4 years of experience in customer service. The ideal candidate will have expertise in IVR and healthcare call center operations. This role requires working from the office during night shifts. The candidate will be responsible for ensuring high-quality customer interactions and efficient process management.

Responsibilities

• Handle customer inquiries and provide accurate information regarding healthcare services.
• Utilize IVR systems to manage and route calls efficiently.
• Ensure compliance with healthcare call center protocols and standards.
• Maintain detailed records of customer interactions and transactions.
• Resolve customer complaints and issues promptly and effectively.
• Collaborate with team members to improve service delivery and customer satisfaction.
• Monitor call center performance metrics and provide feedback for improvement.
• Assist in training new employees on call center procedures and best practices.
• Participate in continuous improvement initiatives to enhance call center operations.
• Provide support to other departments as needed to ensure seamless service delivery.
• Stay updated on industry trends and best practices in healthcare call centers.
• Ensure adherence to company policies and procedures.
• Maintain a high level of professionalism and empathy in all customer interactions.

Qualifications

• Possess strong communication and interpersonal skills.
• Have a solid understanding of IVR systems and their applications in call centers.
• Demonstrate proficiency in handling healthcare-related customer inquiries.
• Show ability to work effectively in a fast-paced night shift environment.
• Exhibit strong problem-solving skills and attention to detail.
• Have experience in maintaining accurate records and documentation.
• Display a commitment to continuous learning and improvement.
• Show capability to work collaboratively with team members.
• Demonstrate a high level of professionalism and customer service orientation.
• Possess the ability to manage multiple tasks and priorities effectively.
• Have a strong understanding of healthcare call center protocols and standards.
• Exhibit proficiency in using call center software and tools.
• Show a commitment to maintaining confidentiality and data security.

Certifications Required

Certified Customer Service Professional (CCSP) Healthcare Call Center Certification

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.

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 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.  

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.

If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.

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.