Customer Care Senior Representative

In these roles you will be responsible for: 

Role Responsibilities

Job Description: Customer Care Associate
Job Summary: The Customer Care Associate for the Healthcare Consistently meet or exceed performance expectations in core agent responsibilities, including customer handling, quality, and productivity metrics. Provide on-the-job support and guidance to new hire. Offer real-time floor support to peers by addressing queries, resolving issues, and sharing best practices. Serve as a point of contact (POC) for the team, acting as a reliable resource for escalations, updates, and coordination with leadership.

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Key Responsibilities

• Handle customer interactions via phone, chat, or email, ensuring prompt, accurate, and professional resolution of inquiries and issues.
• Consistently meet or exceed key performance indicators (KPIs) such as quality, productivity, attendance, and adherence.
• Provide guidance and assistance to new team members, helping them understand processes, tools, and best practices.
• Offer real-time support to peers by addressing questions, clarifying procedures, and assisting with escalations when needed.
• Act as a reliable POC for the team, supporting coordination, sharing updates, and liaising with supervisors or leadership.

• Collaborate with Operations, Training, Workforce, Quality, and Compliance teams to optimize performance

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Required Qualifications
•    Demonstrated strong proficiency in the Lincare program through over a year of dedicated experience and performance.

•    Consistently meeting and/or exceeding KPIs
•    Excellent attendance and adherence

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Preferred Skills & Competencies
•    Analytical and problem-solving skills•    Solid understanding of healthcare processes and performance drivers in a BPO environment
•    Demonstrates strong passion for their work and the ability to effectively guide and support new hires.

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Behavioral Competencies
•    Accountable and trustworthy

• Ethical and compliant
• Resilient and adaptable

•    Collaborative and inclusive

•    Ownership mentality