Customer Service Representative - Outreach - Sagility India Private Ltd

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of the Customer Service is to handle all requests, requirements, concerns, questions, complaints and claims of patients, in accordance with the procedures and formalities established by the client by following the service and quality-defined protocols, in order to comply with the objectives and goals of the healthcare service.

Job title:

Customer Service Representative - Outreach

Job Description:

Education:

High School diploma

Experience:

Minimum 6 months of experience as medical receptionist (either in doctor?s office or hospital) or 6 months of experience in a call centre.

Mandatory Skills:

• Ability to navigate through different computer systems, research documents and find information.
  
• Must be flexible with the ability to adapt to changes quickly and think conceptually.
  
• Solid problem solving skills to resolve complex customer inquiries.
  

Roles & Responsibilities:

• Answer calls and respond all requests, requirements, concerns, questions, complaints and claims of the patient related to services rendered/to be rendered in the clinic.
  
• Participate in patient outreach campaigns to encourage enrollment.
  
• Provide timely and accurate information taking into account the guidelines established for the patient.
  
• Call the patient to provide information related to clinic services, and to update the database.
  
• Respond and provide high quality service to the requests, requirements, concerns, questions, complaints and claims of the patient via e-mail.
  
• Use call forwarding, when required by the procedure, to connect the patient to the appropriate facility.
  
• Document complaints and problems of patient and report issues to the corresponding department when the procedure requires it.
  
• Follow up on client issues that were not resolved immediately.
  
• Update existing databases with reported changes.
  
• Document the results of the call in order to have a record of conversations for future references, searches, and/or claims.
  
• Comply with the key indicators of performance and goals established for the program.
  
• Report anomalies presented in operations promptly and follow the contingency plan designed for this purpose.
  
• Adhere to the scheduled shift, and report in advance when it is not possible to work as planned.
  
• Effectively manage work stress and the impact of annoyed patients.
  
• Be aware of changes or new procedures generate by client and operations management.
  
• Comply with the internal working regulation, regulation of operations, procedures and other rules of the company.
  
• Occasionally carry out any other function assigned by the immediate supervisor in accordance with the needs of the business.
  

Location:

Work@Home El PasoUnited States of America