About this role
Job title: Technical Support Associate - US Healthcare Operations
About the Role The role provides effective technical support to processes and actively resolves client issues directly or through timely escalation to meet process SLAs.
What You'll Do
- Inbound and outbound call handling
- Access Medusind PMS(s)
- Customer inquiries, support, and issue resolution
- Address patient payments queries
- Check open balance upon patient request
- Provide predesigned discount offers if requested
- Reconfirmation of payments made online
- Resolve patient issue with making payments online
- Processing patient credit cards on secure online portal for patient payments to close their open bills
- Update PMS(s) pertaining to insurance or address change
- Address patient statement related disputes
- Other FAQs – any insurance or clinic related clarifications
- Capability to be able to transfer calls to Medusind Inc. for level II escalation reasons
What We're Looking For
- Qualifications: College graduate with 0-1 years contact center experience in US Healthcare Operations
- Good communication skills – grammar, punctuation and spelling
- Ability to accept ownership for solving customer (patient) issues, complaints and inquiries, keeping customer satisfaction at the core
- Good speaking skills over the telephone; voice skills
- Good writing and comprehension skills
- Excellent interpersonal and customer service skills
- Ability to explain technical issues to technical and non-technical employees and customers
- Proficient with or able to quickly learn an array of process and product changes
- Technical skills: Basic MS Office tools, Outlook, Internet; basic computer knowledge
- Behavioral skills: Highly self-motivated to deliver superior customer experience, high energy and personal resilience, integrity and desire to comply with legal and moral standards, service and quality oriented and customer focused