Production Agent -

Job description:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏Personal Responsibilities ͏ a. Inbound and outbound call handlingb. Access Medusind PMS(s)c. Customer inquiries, support, and issue resolutioni.Address patient payments queriesii.Check open balance upon patient requestiii.Provide predesigned discount offers if requestediv.Reconfirmation of payments made onlinev.Resolve patient issue with making payments onlinevi.Processing patient credit cards on secure online portal for patientpayments to close their open billsvii.Update PMS(s) pertaining to insurance or address changeviii.Address patient statement related disputesix.Other FAQs – any insurance or clinic related clarificationsd. Capability to be able to transfer calls to Medusind Inc. for level II escalationreasons͏Skills Required • Good communication skills | Proficiency in English and Spanish – Grammar, Punctuation and Spellings (R, W, S)• Able to accept ownership for effectively 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 nontechnical employees and customers•Proficient with or the ability to quickly learn an array of process and product changes Technical skills• Basic of MS office tools, outlook, internet• Basic working knowledge on computer Behavioural Skills:• Highly self-motivated to deliver superior customer experience• High energy level and personal resilience• Integrity and desire to comply with all legal and moral standards• Service and quality oriented as well as customer focused͏

Deliver

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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