Process Associate - Healthcare
Genpact
Bataan Balanga PH , Philippines
1d ago

Responsibilities

  • Promptly answers, screens, and processes medical service requests received through multiple communication channels (phone, e-mail, etc.
  • with strict adherence to confidentiality / privacy agreements and policies and procedures

  • Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
  • Provides consumers with product and medical information following all policies, and procedures and explains complex medical terms / information in lay terms to consumers using scripted responses
  • Identifies and documents adverse events and quality complaints following standard operating procedures
  • May make outbound calls related to the service request, and / or follow-up to a customer inquiry
  • Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback
  • Keeps records of customer interactions and transactions, recording details of inquiries, comments and actions taken. All documentation is to be concise, thorough, and accurate.
  • Utilizes automated (or if unavailable, manually) computer software
  • Participates in internal and external educational opportunities and training requirements relevant to the customer service environment.
  • Attends or reviews 100% of team meetings annually.

  • Manages irate or emotional callers in a professional manner, and co-ordinates the handling of difficult and / or unusual situations
  • Meets outlined benchmarks and / or key performance indicators as monitored through audits or recordings
  • Demonstrates flexibility in providing coverage and / or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances
  • Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
  • Identify trends in customer satisfaction or dissatisfaction
  • Manage time effectively, meet personal goals and work effectively with other members of the distribution team
  • Prepares, generates and distributes daily reports and order acknowledgments to appropriate personnel
  • Responsible for notifying administration of any required updates of customer records on the organization’s internal database
  • Qualifications

    Minimum Qualifications

  • Significant working experience in medical / pharmaceutical role and / or Customer Service desk or any other front-facing customer service / consumer / client
  • For Non-English markets, the medical background can be waived
  • Previous experience in a similar CSR and / or Trainer role would be an advantage
  • Preferred Qualifications

  • Knowledge of the healthcare landscape
  • The experienced Customer Service representative
  • Advanced C1 / C2 core language knowledge, close to a native speaker (as per requirement)
  • Average or conversational English for non-English languages
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