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)