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Virtual Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines Carelon Global Solutions Full time

Carelon Global Solutions is at the forefront of innovation in virtual recruitment solutions, processing applications online with remarkable efficiency.

Our Virtual Recruitment Lobby is available every Monday to Friday from 10AM - 4PM, offering immediate interviews and connections with our recruiters by visiting https://bit.ly/CarelonVirtualRecruitmentLobby on your device.

This role entails providing exceptional customer service, responding to inquiries via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. As a Customer Care Representative II, you will have in-depth knowledge of all basic customer service areas and perform moderately complex functions with precision. You must be able to successfully fulfill all the duties of the Customer Care Rep I.

Key responsibilities include:

  • Solving problems and providing information while operating a PC/image station to obtain and extract relevant data; documenting information, activities, and changes in the database.
  • Documenting inquiry outcomes accurately for thorough tracking and analysis.
  • Building and maintaining positive customer relationships and coordinating with various departments to ensure timely and effective handling of customer requests and questions.
  • Conducting research and analysis to address operational challenges and customer service issues, providing customers with requested information.
  • Delivering exceptional customer service, answering customer questions via telephone calls/e-mails, and addressing inquiries on a walk-in basis.
  • Flexibility to adapt to changing situations and processes with the assistance of a computerized system, focusing on meeting customer needs and expectations.
  • Required to meet department goals and expectations.
  • Requires a high school diploma or equivalent, along with 1-3 years of experience in an automated customer service environment, or any combination of education and experience providing an equivalent background.
  • For URAC accredited areas, this role demands strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.