Production Agent L1

Job description:

Job Description a. Inbound and outbound call handling b. 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 clarifications d. Capability to be able to transfer calls to Medusind Inc. for level II escalationreasonsM͏andatory Skills • Good communication skills –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 focused͏Minimum Qualifications

• At least High School graduate (old curriculum) or Senior High School Graduate
• Good written and verbal communication skills
• Maintains an upbeat, positive and motivated demeanor
• Able to read/write/speak the English language
• Excellent communication skills
• Proficient in basic PC knowledge
• Proficient in Microsoft Office
• Must be flexible to work nights, weekends and select holidays outside of your scheduled shift

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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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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