Key Responsibilities

• Manages inbound and outbound calls, resolving queries and providing accurate information on policies, benefits, and pre-authorizations.
• Addresses client and service provider concerns, escalating complex issues when necessary, and ensures timely complaint resolution, and educates clients on products, services and processes.
• Strives to meet key performance metrics (e.g., FCR, NPS, SLAs) and maintains high-quality customer service.
• Documents interactions and resolutions, ensuring accuracy.

Qualifications

• Bachelor’s degree in business administration or related field.
• A minimum of two (2) years of work experience.
• Ability to use call center software to handle inbound and outbound calls, log interactions, and access customer information