BAQs:
- Open to Senior High School Graduates
- Must have at least 6 months of clinical/healthcare experience
- Healthcare BPO experience is required; Experience in enrolment is an advantage
- Good verbal communication skills
- Willingness to work on night shifts and onsite work set up in Cebu
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
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.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.