Patient Care Liaison Specialist

2 weeks ago

Manila, National Capital Region, Philippines UST Full time
Job Description

The Patient Care Liaison Specialist plays a pivotal role in delivering exceptional customer service by addressing inquiries and resolving issues related to insurance benefits, provider contracts, eligibility, and claims. This position requires strong communication, problem-solving, and analytical skills to ensure customer satisfaction and operational efficiency.

Key Responsibilities:

  • Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts.
  • Analyze customer issues and deliver effective solutions promptly and professionally.
  • Retrieve and document customer information, activities, and changes accurately within the database.
  • Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis.
  • Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner.
  • Research and analyze data to address operational challenges and resolve customer service issues.
  • Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution.
  • Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance.

Requirements

  • Education: High school diploma or equivalent is required.
  • Experience: Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience.
  • Skills:
    • Strong oral, written, and interpersonal communication abilities.
    • Excellent problem-solving and analytical skills.
    • Proficiency in using computer systems and databases for data entry and retrieval.
    • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
    • Customer-focused mindset with a commitment to delivering exceptional service.
    • Strong facilitation skills and the ability to coordinate with multiple teams.

Preferred Attributes

  • Proven ability to handle moderately complex functions with minimal supervision.
  • Demonstrated capability to adapt and respond to diverse customer needs and scenarios.
  • Amenable to work nightshift and onsite.

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