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Helpdesk Specialist
2 weeks ago
Helpdesk Specialist
Level: Rank and File
Leadership Responsibility: NA
Reporting Line: Helpdesk Supervisor
Position Accountability Statement:
Accountable for the accurate implementation of members' healthcare benefit policies at the assigned Helpdesks focusing on utilization management and the delivery of superior customer services.
Broad Responsibility Highlights:
The following broad responsibility statements are representative of the basic expectations about the role or function. Depending on business needs and exigencies, these responsibility statements may be modified. Critical to any leadership function is the need to demonstrate flexibility and agility in adapting to the changing requirements of the business.
Ensures understanding of KRA targets such as timely handling of availing services, serving time, waiting time, and other metrics to efficiently achieve targets
Forwards LOA to Cost Centers, Departments or Doctor's clinics
Trains new CCRs
Updates the system files on doctors' schedules and rates of procedures and tests, informs provider relations team of the changes or updates
Endorses In-Patient cases to the Roving Department
Assists or accompanies VIP Members to the clinic, laboratories, radiology clinics, and other facilities
Refers and redirects members to inexpensive clinics or hospitals for availing same services
Desired Skills and Competencies
Customer-centric
Results-focused
Collaboration
Innovation
Communication
Professional Qualification:
Preferably, a graduate of 4-5 year medical-allied degree
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