job description
Are you a dedicated professional looking to advance your career in the healthcare BPO industry? Quess is currently hiring Customer Service Representatives (CSR) to join our high-performing team in Taguig City. This is a unique opportunity to provide top-tier support for a premier healthcare account, ensuring that patients and providers receive clear, accurate, and empathetic assistance.
At Quess, we believe in fostering talent. Whether you are an experienced CSR or a seasoned professional looking to transition into a healthcare-focused role, we provide a structured environment designed for your success. You will enjoy a collaborative workspace, professional development programs, and a clear path for internal promotion. If you are comfortable working in a fast-paced environment and are ready to take the next step in your professional journey, we want to hear from you!
Responsibility
- Provide high-quality customer service via phone, email, and chat for a major healthcare account.
- Address inquiries regarding healthcare benefits, claims, and general policy information with high accuracy.
- Document customer interactions and resolutions thoroughly within the internal CRM system.
- Maintain HIPAA compliance and ensure all protected health information (PHI) is handled with the utmost security.
- Collaborate with cross-functional teams to resolve complex customer issues efficiently.
- Meet and exceed individual and team performance metrics, including Average Handling Time (AHT) and Quality Scores.
- Participate in ongoing training sessions to stay updated on healthcare industry regulations and account-specific changes.
Qualifications
- At least 1-2 years of proven experience in a BPO or customer service environment (Healthcare account experience is a significant advantage).
- Excellent command of the English language, both verbal and written.
- Must be willing to work on-site in Taguig City on a night shift schedule.
- Strong problem-solving skills and the ability to navigate multiple computer systems simultaneously.
- High school diploma or equivalent; college degree is preferred but not required.
- Proficiency in using Microsoft Office suite and basic digital troubleshooting.
- Strong interpersonal skills with a focus on empathy and patient-centered service.