Customer Service Representative

3 days ago

Cebu City, Central Visayas, Philippines First Source Solutions Limited Full time

Position Title: Provider Call Representative

Qualifications:

Education and Experience:

·       High school diploma or equivalent required

·       Prior dental office experience and/or dental medical insurance experience preferred

Skills and Abilities:

·       Proficient in computer and data entry skills

·       Comfortable using current technology and navigating multiple screens, Teams, Zoom, etc.

·       Strong customer service, problem-solving, and conflict resolution skills

·       Excellent research skills with strong attention to detail

·       Advanced written and verbal communication skills, able to effectively interact with all levels of personnel and members

·       Can speak, read, and write Spanish

Essential Functions:

·       Respond to a high volume of inbound calls from dental offices, members, and group administrators

·       Communicate and coordinate with internal teams such as Group Administration, Individual Administration, Electronic Eligibility, and Client Services

·       Listen attentively to questions and concerns, responding accurately and promptly

·       Adhere to call audit guidelines and meet operational metrics, including Availability, Call Quality, and Average Call Handle Time

·       Document calls clearly and concisely to ensure proper interpretation by internal team members

·       Escalate calls appropriately following internal guidelines and processes

·       Research issues to respond accurately to claims-related questions

·       Follow all Federal, State, Compliance, and HIPAA guidelines

·       May assist other departments on a short-term basis (30–60 days)

·       Perform other duties and projects as requested

Working Conditions:

·       Professional office environment using standard office equipment such as computers, phones, and photocopiers

·       Ability to perform essential job functions with or without reasonable accommodation

·       Minimal physical effort required beyond standard office activities

·       Regular exposure to computer screens

·       Hybrid role requiring one day in the office based on organizational needs

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