Senior BPM Associate (Pioneer Account, Healthcare Helpdesk)

The associate plays a critical role in delivering exceptional customer service by addressing inquiries and resolving issues related to insurance benefits, provider contracts, eligibility, and claims. This position requires strong communication, problem-solving, and analytical skills to ensure customer satisfaction and operational efficiency.

Responsibilities:

• Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts
• Analyze customer issues and deliver effective solutions promptly and professionally
• Retrieve and document customer information, activities, and changes accurately within the database
• Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis
• Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner
• Research and analyze data to address operational challenges and resolve customer service issues
• Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution
• Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance
• Understand and respond effectively to the needs and expectations of both internal and external customers.

Key Qualifications

• Education: High school diploma or equivalent is required
• Experience: Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience
• Skills:
  • Strong oral, written, and interpersonal communication abilities
  • Excellent problem-solving and analytical skills
  • Proficiency in using computer systems and databases for data entry and retrieval
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
  • Customer-focused mindset with a commitment to delivering exceptional service
  • Strong facilitation skills and the ability to coordinate with multiple teams

Preferred Attributes

• Proven ability to handle moderately complex functions with minimal supervision
• Demonstrated capability to adapt and respond to diverse customer needs and scenarios
• Amenable to work nightshift and onsite (Taguig)

Healthcare, Customer Service, Call Center, Communication