Healthcare Customer Support Representative
XO Health Inc.
full-time
Posted on:
Location Type: Remote
Location: India
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Salary
💰 ₹1,000,000 - ₹1,500,000 per year
About the role
- Handle Inbound Calls, e-mails and chats: Respond to incoming calls from members and providers with professionalism and empathy.
- Offer accurate information about health plan benefits, coverage, services and claims.
- Resolve Issues: Address and resolve inquiries, concerns, and complaints promptly and effectively.
- Assist with Claims: Provide support with claims processing and status updates.
- Guide Members and Providers: Assist members and providers in navigating our health plan services, including authorizations, referrals, and eligibility.
- Document Interactions: Accurately document all interactions and maintain detailed records in our customer service system.
- Follow Up: Conduct follow-up calls as necessary to ensure resolution and satisfaction.
- Collaborate: Work closely with other departments to resolve complex issues and improve service delivery.
- Support members and providers with eligibility and benefits questions and concerns
- As needed, maintain accurate and timely provider data updates in XO systems to support claims processing, reporting, directory publication, and data transfers.
- Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, compliance, customer follow-up, and attendance.
Requirements
- Bachelor’s degree; OR 3 - 5 years of contact center experience, preferably in healthcare or insurance, may be substituted in lieu of degree.
- Excellent verbal and written communication skills with a strong ability to listen actively.
- Strong analytical and problem-solving skills to address and resolve issues effectively.
- Proficiency in using computer systems, including customer service software and Microsoft Office Suite.
- Ability to build rapport and maintain positive relationships with members and providers.
- Ability to manage multiple tasks efficiently in a fast-paced environment.
- Collaborative attitude with a commitment to team success and the ability to work cross-functionally.
- Flexibility to adapt to changing procedures and environments.
- Familiarity with insurance benefits, coverage, and healthcare regulations.
- Must be able to work within an omnichannel environment, including phone, email, chat, and other digital communication platforms.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
claims processingcustomer service softwareMicrosoft Office Suitedata transfersdocumentationproblem-solvinganalytical skillscustomer follow-upperformance goalseligibility verification
Soft Skills
communication skillsactive listeningrapport buildingcollaborationflexibilitytime managementcustomer satisfactionempathyissue resolutionteam success