Healthcare Support Specialist

6 days ago

Cebu City, Central Visayas, Philippines beBeeCare Full time ₱350,000 - ₱450,000
Customer Experience Advocate Role

This role transforms customer service into a valuable experience. The Customer Experience Advocate will assist individuals with critical services, including updating account information, providing plan details, and resolving issues related to the plan.

Main Responsibilities
  • Update Account Information: Update billing options and changes of address or phone numbers.
  • Research Premium Billing Discrepancies: Research discrepancies in premium billing and prescription claims processed.
  • Educate Beneficiaries: Educate beneficiaries on the plan's benefits, cost sharing, and levels of coverage.
  • Submit Mail Requests: Submit requests for individuals such as ID cards and formularies.
  • Medication Verification: Verify if medications are covered, their tier and copay level, and provide an explanation if they are not covered.
  • Display a Positive Demeanor: Display a positive demeanor, technical accuracy, and conformity to company policies.
  • Compliance and Regulations: Understand CMS Guidance and ensure applicable Exhibits are mailed per CMS Guidance, maintain HIPAA regulations within the immediate environment.
  • Call Quality and Efficiency: Handle outbound calls for purposes of validating information, handle inbound calls by assisting individuals with a high level of accuracy and efficiency, escalate any individual issues to management as necessary.
Requirements
  • Affiliate degree preferably in Healthcare or related field.
  • Minimum 3 years working in a fast-paced high-volume call center environment, retail customer service, preferably in healthcare or hospitality.
  • Ability to multi-task effectively with strong attention to detail when documenting individuals' reasons for calling.
  • Excellent written communication skills.
  • Strong technical skills with Microsoft Office (Excel, Word, and Outlook).
  • Energetic phone presence - professional etiquette over the phone, through written and face-to-face communication.
Skill Requirements
  • Technical accuracy and attention to detail.
  • Excellent problem-solving abilities.
  • Ability to de-escalate matters in a calm and professional manner.
  • Unwavering dedication to serving individuals with complex needs.
  • Strong ability to interact professionally and maintain effective working relationships.
Seniority Level
  • Mid-Senior level

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