Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏Qualifications:

College Graduate, Contact Center Experience of 0-1 Years in US Healthcare Operations

Good communication skills –Grammar, Punctuation and Spellings (R, W, S)

Able to accept ownership for effectively solving customer (patient) issues, complaints and inquiries, keeping customer satisfaction at the core.

Good speaking skills over the telephone, Voice skills

Good writing and comprehension skills

Excellent interpersonal and customer service skills

Ability to explain technical issues to technical and nontechnical employees and customers

Proficient with or the ability to quickly learn an array of process and product changes

Technical skills:

Basic of MS office tools, outlook, internet

Basic working knowledge on computer

Behavioral Skills:

Highly self-motivated to deliver superior customer experience

High energy level and personal resilience

Integrity and desire to comply with all legal and moral standards

Service and quality oriented as well as customer focused

Responsibilities͏:͏

a. Inbound and outbound call handling

b. Access Medusind PMS(s)

c. Customer inquiries, support, and issue resolution

i.

Address patient payments queries

ii.

Check open balance upon patient request

iii.

Provide predesigned discount offers if requested

iv.

Reconfirmation of payments made online

v.

Resolve patient issue with making payments online

vi.

Processing patient credit cards on secure online portal for patient

payments to close their open bills

vii.

Update PMS(s) pertaining to insurance or address change

viii.

Address patient statement related disputes

ix.

Other FAQs – any insurance or clinic related clarifications

d. Capability to be able to transfer calls to Medusind Inc. for level II escalation

reasons