Job description
Join Concentrix as a Healthcare Customer Support Specialist and become a vital part of our San Lazaro CS Healthcare Account. This full-time role offers an engaging entry point into healthcare BPO with modern tech, structured training, and clear opportunities for growth within a global leader in customer experience. You will help patients, providers, and plan members navigate benefits, claims, and service inquiries with empathy and accuracy.
In this role, you will leverage cutting-edge tools to deliver outstanding service across multiple channels, including phone, chat, and email. You’ll be guided by a culture of quality and confidentiality, ensuring every interaction reflects our commitment to patient care and data privacy. If you’re passionate about health, customer service, and professional development, this is your chance to shine with a supportive team in Manila.
What you’ll do:
- Provide empathetic, patient- and provider-centered support for the San Lazaro CS Healthcare Account via phone, chat, and email.
- Assist with benefits explanations, claims status, eligibility, provider networks, and other health plan inquiries.
- Verify member information, document interactions in CRM, and maintain accurate case notes and statuses.
- Protect privacy and confidentiality of personal health information in every interaction.
- Escalate complex issues with clear, actionable notes and collaborate with internal teams to resolve problems.
- Meet or exceed performance metrics (quality scores, CSAT, and first-contact resolution) through consistent, high-quality service.
- Stay updated on product offerings, policies, and system tools through ongoing training and self-improvement.
Responsibility
- Provide empathetic, patient- and provider-centered support for the San Lazaro CS Healthcare Account via phone, chat, and email.
- Assist with benefits explanations, claims status, eligibility, provider networks, and other health plan inquiries.
- Verify member information, document interactions in CRM, and maintain accurate case notes and statuses.
- Protect privacy and confidentiality of personal health information in every interaction.
- Escalate complex issues with clear, actionable notes and collaborate with internal teams to resolve problems.
- Meet or exceed performance metrics (quality scores, CSAT, and first-contact resolution) through consistent, high-quality service.
- Stay updated on product offerings, policies, and system tools through ongoing training and self-improvement.
Qualification
- High school diploma or equivalent; bachelor’s degree preferred.
- 6+ months of customer service experience, ideally in healthcare or BPO environments.
- Excellent written and verbal English communication; additional Filipino language skills are a plus.
- Proficiency with CRM tools and basic data entry; ability to multitask in a fast-paced environment.
- Strong problem-solving, active listening, and empathetic communication skills.
- Ability to maintain confidentiality and handle sensitive health information responsibly.
- Willingness to work full-time shifts, including weekends or holidays as required.