Customer Care Senior Representative

Req ID: 108763 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Customer Care Senior Representative to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).

Role and responsibilities

• Handle inbound provider calls for health insurance companies (based in US) for customer medical membership on High Deductible, EPO, PPO, HRA, and Idemnity plans for benefit verification/eligibility, claim status and general queries.
• Answer calls and document as per customer's written specifications in accordance to the process and procedure document.
• Ensuring timely and accurate completion of transactions to meet or exceed client SLAs.
• Responding to customer request via phone and/or writing to ensure timely resolution of unpaid medical insurance claims.
• Analyzing medical insurance claims for quality resolution.
• resolving complex situations following pre-established guidelines.
• developing and maintaining a solid knowledge of healthcare insurance industry and of all products, services and processes performed by the team.
• Organizing and completing tasks according to assigned priorities.

Requirements for the role

• Ability to work regularly from Monday through Friday. Hours of operations is 7am to 7pm US Central Standard Time. Shifts will be scheduled during these timings.
• University degree or equivalent that requires 3+years of formal study with English as a medium of study.
• 1+ years of experience in global call center, where you had to correspond in writing or over the phone with customer or business associates who spoke English.
• 6+ months US Health Insurance inbound call center experience.
• 1+ yr(s) experience of using a computer with Windows PC applications that requires use of keyboard, navigation screens and learn new software tools.
• 1+ yr(s) experience in service-oriented role where you had to apply business rules to varying fact situations and making appropriate decisions.

*Shift timing can change as per client requirements. Additionally, resources may have to do paid overtime and work on weekends basis business requirement.

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

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.