Team Lead-Customer Service Representative (CSR) (Non -Voice Process)

Job description

**Customer Service Representative (CSR) (Non - Voice Process)** **Job Summary:** **1.We are seeking a customer-focused and detail-oriented Customer Service Representative (CSR) to support our healthcare account.** **2.The CSR will assist patients, healthcare providers, and insurance members by handling inquiries related to benefits, eligibility, claims, billing, appointments, and other healthcare services.** **3.The ideal candidate possesses excellent communication skills, empathy, and the ability to maintain confidentiality while delivering exceptional customer service.** **Key Responsibilities:** - **Handle inbound and outbound customer calls in a professional and courteous manner.** - **Respond to inquiries regarding health insurance benefits, coverage, eligibility, claims, and billing.** - **Assist members, patients, providers, and healthcare facilities with account-related concerns.** - **Verify member information and accurately document customer interactions in the system.** - **Resolve customer issues efficiently while adhering to company policies and healthcare regulations.** - **Escalate complex concerns to the appropriate department when necessary.** - **Maintain confidentiality and protect sensitive customer information in compliance with healthcare privacy** **requirements.** - **Meet established quality, productivity, and customer satisfaction targets.** - **Stay updated on healthcare policies, procedures, and account-specific guidelines.** - **Provide accurate information and educate customers on available healthcare services and programs.** **Qualifications:** - **College Graduate / Undergraduate (BPO experience is required)** - **Excellent verbal and written communication skills.** - **Strong customer service and problem-solving abilities.** - **Basic computer proficiency and ability to navigate multiple systems.** - **Ability to work in a fast-paced environment.** - **Strong attention to detail and organizational skills.** - **Looking for immediate joiners** **Mandatory Documents** - Updated Resume - EPFO Service History - Complete set of offer letters and relieving letters from all previous employer Note: HCL conducts a stringent background verification (BGV) process. Offer will not be released without candidates submitting all required documents