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Senior BPM Associate

2 weeks ago

Manila, National Capital Region, Philippines UST USource Full time $4,000 - $6,000 per year

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