SSC HR Solutions

Call Center Representative

• Provide exceptional customer service support to customers and insured members via phone, chat and email.
• Handle high volume of incoming inquiries, requests and complaints; ensure prompt and effective resolution to maintain customer satisfaction.
• Support pre-approvals, claims adjudication and customer service tasks.
• Carry out outbound calls for follow-ups, clarifications, courtesy and satisfaction calls and outbound campaigns.
• Meet and monitor KPIs: Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Abandoned rate, Quality Assurance (QA) score, Escalation rate, Knowledge usage, Occupancy, Status metrics, Call/Chat Transfer rate.
• Ensure accurate after-call work and logging for each interaction.
• Develop and maintain comprehensive product knowledge including tables of benefits, terms and conditions and company applications.
• Follow established procedures, company and department policies and code of conduct for issue resolution.
• Assist department leads and management with tasks and contribute to team collaboration and continuous improvement.
• Coordinate with internal departments and respond to external customers in a timely and professional manner.
• Work rotational shifts as part of a 24/7 call centre operation, including night shifts; demonstrate adaptability and resilience in challenging situations.

Medical Call Center Officer