Engaging clients in the lobby for Bank of America transactions through self - service resources. Accurately processing cash transactions and connecting clients to financial solutions.
About the role
- Contact Center Associate managing inbound and outbound calls regarding health share information and eligibility. Collaborating with departments to assist health share members and providers in Metro Manila, Philippines.
Responsibilities
- Answer incoming calls from members and providers and follow-up with outbound calls as necessary.
- Resolve general member and provider issues by phone or email.
- Identify and escalate issues as necessary.
- Recognize and document trends or problems that may arise in operations and alert management when needed.
- Provide accurate health sharing information and service to members and providers.
- Obtain and review medical records as necessary.
- Ensure member information and eligibility is accurate and up to date.
- Explain detailed information regarding eligibility to both members and providers.
- Is coachable and willing to learn.
- Capable of providing the greatest customer service experience possible.
Requirements
- Must be native or fluent in Spanish (speaking, reading, writing) and proficient in English.
- Critical thinking and problem-solving skills
- Self-motivated, goal-oriented individual
- Excellent written, verbal, and interpersonal communication skills
- Work independently and in a team environment
- Strong computer skills and working knowledge of Microsoft Outlook
- Excellent phone etiquette and customer service skills as majority of time will be spent on the phone
- Familiarity with medical policies and procedures and HIPPA
- High School Diploma and/or GED required
- Customer service experience required
- Healthcare experience preferred (reviewing and/or verifying medical records)
- Associates or higher degree preferred
- Google Suite including Share Drives, Email and Internet
- Call center phone software and/or operating systems
- Salesforce knowledge preferable
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- Night Differential
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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