Job Description

Job Summary:

The Customer Support Officer in a healthcare organization plays a vital role in ensuring exceptional customer service and satisfaction.

This position focuses on providing support to Insurance Customers, healthcare providers, and other stakeholders, addressing their inquiries, resolving issues, and facilitating smooth communication between various departments within the organization.

The Customer Support Officer serves as a crucial link between the organization and its customers, aiming to enhance the overall experience and maintain high levels of customer satisfaction.

Key Responsibilities:

Customer Service:

Respond promptly and courteously to customer inquiries via various channels, such as phone, email, chat, or in-person interactions.

Provide accurate and comprehensive information regarding healthcare services, appointment scheduling, medical procedures, insurance coverage, and general inquiries.

Assist customers in navigating the healthcare system, explaining processes and protocols, and ensuring their understanding of relevant information.

Handle and resolve customer complaints, problems, or issues effectively and in a timely manner.

Document all customer interactions, including details of inquiries, complaints, and resolutions, in the designated system.

Appointment Scheduling and Coordination:

Assist customers in scheduling appointments with healthcare providers, ensuring efficient use of resources and minimizing waiting times.

Coordinate with various departments, including medical staff, administrative personnel, and other healthcare professionals, to schedule and reschedule appointments as necessary.

Maintain accurate and up-to-date appointment calendars and systems, ensuring proper documentation and communication of any changes or cancellations.

Information Management and Communication:

Keep abreast of the organization's services, policies, and procedures, as well as industry-related updates and regulations.

Provide accurate information and guidance to customers regarding healthcare plans, insurance coverage, billing inquiries, and financial options.

Collaborate with internal departments, such as billing, medical records, and clinical staff, to facilitate seamless information flow and ensure timely resolution of customer inquiries.

Ensure confidentiality and compliance with privacy regulations when handling sensitive customer information.

Problem Resolution and Escalation:

Identify and analyze customer issues, complaints, or concerns, and take appropriate steps to address them effectively.

Escalate complex or unresolved issues to the appropriate internal departments or management, following established escalation procedures.

Collaborate with internal teams to identify areas for process improvement, suggesting innovative solutions to enhance customer satisfaction and operational efficiency.

Documentation and Reporting:

Maintain accurate records of customer interactions, inquiries, complaints, and resolutions in the designated customer relationship management (CRM) system.

Generate reports and analyze customer service data, identifying trends, patterns, and areas for improvement.

Provide feedback and recommendations to management based on customer insights, helping to enhance service quality and customer experience.

Qualifications and Skills:

Bachelor's degree in a relevant field (e.g., BSc Nursing, healthcare administration, business administration, B.Com) or equivalent work experience.

Prior experience in a customer service or support role, preferably within the healthcare industry.

Excellent verbal and written communication skills, with the ability to explain complex information in a clear and concise manner.

Strong interpersonal skills and the ability to empathize with customers, displaying patience, professionalism, and a customer-centric approach.

Knowledge of healthcare terminology, medical procedures, insurance processes, and healthcare regulations (HIPAA, GDPR, etc.).

Proficiency in using customer support software, CRM systems, and other relevant tools.

Strong problem-solving skills and the ability to handle challenging customer situations with diplomacy and tact.

Ability to work in a fast-paced environment, multitask effectively, and prioritize workload to meet deadlines.

Strong attention to detail and accuracy in documentation and data entry.

Note: The job description provided above is a general outline of the responsibilities and requirements typically associated with the role of a Customer Support Officer.

Job Type: Full-time

Pay: ₹12,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Preferred) Customer service: 1 year (Preferred)
Language:

English (Required) Hindi (Required)
Work Location: In person