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Call Center Associate

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Date: Nov 9, 2020

Location: Quezon City, 00, PH

Company: NTT DATA Services

Req ID: 90705 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Call Center Associate to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).



In this Role you will be Responsible For


Communicate with contracted and non-contracted Providers by providing information and assistance as appropriate.
Assist Providers with interpreting Member eligibility and benefit information
Assist with general question about the existing Programs and Member benefits.
Assist with direction on the available Provider portal, including how to set up accounts, troubleshooting and navigating the website, how to submit and retrieve necessary information.
Handle claim status inquiries, researching and facilitating resolution of payment issues; provider education on remittance advice interpretation and reimbursement, and informing providers of the claims appeals process.
Work closely with the Claims Team in resolving claims discrepancies, inappropriate denials and delays in payments.
Provide providers with eligibility; process authorizations and Exception Requests
Answer questions regarding authorizations and denials
Meet NTT Call Center Standard Work and performance expectations. This includes, but is not limited to the following:

  •   Successful completion of Provider Call Center training,
  • Active participation in continuous training,
  •  Follow required call scripts and QA requirements.
  • Ability to handle high call volume.

Provide excellent customer service to all callers. Demonstrate a high level of patience and respect with every caller, ensuring each caller is assisted promptly and appropriately and follow Provider Call Center established call handle Quality Assurance Standards and Objectives.

·       Assist the Provider Call Center or Provider Services Departments with projects, as needed.

Timely follow up with Providers on cases as needed.
Ensure the privacy and security of PHI (Protected Health Information) as outlined policies and procedures relating to HIPAA compliance.
Key Skills:

Excellent customer service skills, including ability to diffuse difficult situations.
Ability to analyze complex claims data/payments and clearly communicate findings to Providers
University degree or equivalent that required formal studies of the English language.
2+ year(s) of experience in a service-oriented role where you had to correspond in writing or over the phone with customers who spoke English.
2+ year(s) of experience in a service-oriented role where you had to apply business rules to varying fact situations and make appropriate decisions
1+ year(s) of experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools.
1 + year(s) of healthcare call center experience working in a health care delivery setting preferred.
*** The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.

*** All new hires will be required to successfully complete our Orientation/Process training classes and demonstrate proficiency of the material


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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