We are looking for Healthcare Customer Service Representatives (Medicare) with experience in the USA healthcare industry. Specifically handling Medicare Insurance and having medical coding/billing is a plus. This one aspect of the job as well handing the responsibilities below. As Healthcare Customer Service Representatives, you will be answering customer calls, and working with customers to ensure the best experience possible. In addition, you will also make sure that the customers are getting the best value for all their products and services. The ideal candidate will be extremely motivated, super organized, a people person, and have an exceptional level of attention to detail.
Job Details:
- Work from home
- Monday to Friday | 9 PM to 6 AM Manila Time
Responsibilities:
- Answer emails and phones in a timely manner
- Process phone orders in Magento
- Assist customers with resolving issues like damaged items, order status, missing orders, returns, and billing issues, cancellation, returns via phone, chat, email, social media (Amazon, Websites, Walmart inquiries)
- Study and be adept in our Product Line
- Provide advice to customers with a strong knowledge of our products
- Call Back any Missed Calls from Customers
- Issue refunds according to our refund policy
- Respond to customer emails on Freshdesk
- Respond to queries related to products, services, processes, and policies
- Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy
- Handle and resolve complaints according to established policies and procedures
- Assist customers with placing orders and navigating our e-commerce site
- Liaise with distribution centers to research disruption to order fulfillment or return process
- Engage customers and build relationships by going the extra mile
- Proficient in Microsoft Office (Word, Excel, Outlook, etc.).
- Excellent conversational skills in English
- Excellent written English skills
- Willing to work in the USA time zone (EST)
- Handle Medicare orders, fulfillment, billing, and inquiries
Qualifications:
- Healthcare industry experience.
- Medicare Insurance experience is highly preferred.
- Medical coding/billing experience is a plus.
- Pleasant & friendly telephone, email, and chat manner
- 1 year of customer service experience preferred (or similar field), preference in high volume call center.
- Knowledge of retail or e-commerce ideal
- Experience handling phone calls, emails, and chat interactions
- Not afraid to speak with all types of customers
- Can handle different types of personalities
- Ability to quickly learn new software and use multiple systems & platforms
- Positive attitude and open to constructive criticism and continuous improvement in performance job functions
- Fluency and mastery of English
- Knowledge of Freshdesk, Magento, Sellercloud, and Big Commerce is a plus but not required
- Computer savvy
- Prior Call Center is a plus
- Prior Experience in e-commerce is a plus
- Experience in technical or a call center environment (nice to have, but not required)
- Excellent listening, verbal, and written communication skills
- Flexibility to work varying shifts or additional hours as required by business needs
- Solid computer skills and an aptitude for learning new software