Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• The Contact Center Representative will provide customer information and patient support program services, including but not limited to inbound and outbound contacts (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support to both Healthcare Providers (HCPs) and patients.
• Manage and respond to inbound and outbound calls/inquiries using a telephony, virtual, and chat platform and make outbound calls to HCPs and patients.
• Successful delivery of product messages and educational materials covering a variety of topics for HCP offices and patients to maximize the patient experience.
• Provide program information for prescribed products as needed and/or required, as well as report adverse events through approved processes to ensure compliance.
• Provide high-touch assistance with Patient Support Program services, offering emotional support and compassion to patients, while refraining from providing medical advice.
• Utilize approved resources and maintain compliance with program standards for calls, chats, or emails.
• Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports.
• Obtain all KPI’s including calls handled, schedule adherence, quality scores (call and system), training assessments, and certifications.
• Maintain minimum client and FDA Regulated compliance standards as defined by the quality monitoring process.
• Quickly identify what the caller is inquiring about and triage to the appropriate department.
• Complete accurate documentation of all calls, chats and emails.
• Keep current with market knowledge and competitive products.
• Maintain a professional image for client and client products.
• Participate in all required training and sales meetings.
• Any additional duties as assigned by program management.

See all jobs on JobTailor

Claims Call Center Representative

Customer Contact Center Representative