Senior BPM Associate

UST Taguig, National Capital Region, Philippines

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UST Taguig, National Capital Region, Philippines

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Join to apply for the Senior BPM Associate (Healthcare Voice, Sept 1 Class) role at UST

Role Description
We are seeking a highly motivated and customer-focused Healthcare Helpdesk Associate to provide frontline support to patients, healthcare professionals, and internal teams. The role involves handling inquiries, troubleshooting issues, and ensuring seamless communication between various stakeholders in a healthcare setting. The associate will be the first point of contact for healthcare providers, patients, and internal teams via phone, email, or chat.

• Address and resolve inquiries related to patient records, appointment scheduling, billing, insurance claims, and general healthcare services, insurance benefits, provider contracts, eligibility and claims
• Analyzes problems and provides information/solutions
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
• Escalate complex issues to the appropriate department or technical support team as needed. Maintain accurate records of customer interactions and issues in the helpdesk system
• Thoroughly documents inquiry outcomes for accurate tracking and analysis
• Ensure compliance with HIPAA and other healthcare regulations while handling patient data
• Provide guidance on healthcare policies, procedures, and digital tools
• Assist in training new staff members and contributing to knowledge base documentation. Continuously monitor and improve helpdesk processes to enhance service delivery
  

Role Description
We are seeking a highly motivated and customer-focused Healthcare Helpdesk Associate to provide frontline support to patients, healthcare professionals, and internal teams. The role involves handling inquiries, troubleshooting issues, and ensuring seamless communication between various stakeholders in a healthcare setting. The associate will be the first point of contact for healthcare providers, patients, and internal teams via phone, email, or chat.

• Address and resolve inquiries related to patient records, appointment scheduling, billing, insurance claims, and general healthcare services, insurance benefits, provider contracts, eligibility and claims
• Analyzes problems and provides information/solutions
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
• Escalate complex issues to the appropriate department or technical support team as needed. Maintain accurate records of customer interactions and issues in the helpdesk system
• Thoroughly documents inquiry outcomes for accurate tracking and analysis
• Ensure compliance with HIPAA and other healthcare regulations while handling patient data
• Provide guidance on healthcare policies, procedures, and digital tools
• Assist in training new staff members and contributing to knowledge base documentation. Continuously monitor and improve helpdesk processes to enhance service delivery
  

Qualifications

• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Requires a HS diploma and a minimum of 1 year of experience in a customer service environment
• Amenable to working onsite and nightshift
  

Skills
Healthcare,Call Center,Communication skillsSeniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Health Care Provider
• Industries IT Services and IT Consulting

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