Role – Customer Support Agent - – RCM Voice

Location – Hyderabad

Position summary

A customer support agent in this role responds to customer queries over the phone and email and provides support and resolution to existing/new queries on services provided by the client.

The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries coming from across the world, not just India

Minimum eligibility

1)     Education: Graduate or above

2)     Experience: 1-3 years \in BPO field preferably US Healthcare

3)     Shifts: Rotational

Job Summary : Voice Processes Individuals in this role make and receive outbound calls on behalf of Provider for open claims and pending patient balances in the system. In addition they also resolve inquiries from other departments regarding the incomplete, underpaid claims and perform activities in accordance with the status of the claim like rebilling, appeal filing etc.

Key Responsibility:

Voice process: Achieve Individual SLA targets set as well the account level collection targets set for the team on the following metrics: Average Handle Time (AHT) – Total time taken to attend call/make call to the customer as defined by the Client. Quality – Completion of activity as per agreed quality level defined by client with respect to the information received or provided on the calls. Average Speed of Answer (ASA) – Wait time the end Customer has to wait before the call is answered. Client satisfaction depends on this factor Abandon Rate – Number of calls which got dropped out of the queue due to the higher AHT on other calls, First Call Resolution (FCR) – Number of calls/Inquiries closed in the first call (Right First Time) 100% Compliance to Process Adherence as defined in the SOP with respect to any specific inbound scripts for inbound calls 100% compliance on the regulatory and audit requirements, also with respect to calling windows while making outbound calls Ensure compliance of all process requirements is not less than 100% Complete all mandatory assessment/ certifications as applicable to the lines of business Key Skills : • Good Communication Skills • Listening & Comprehension • Medical coding, demographic entry, insurance eligibility check, charge entry, payment posting to patient account, denial management/resolution, outbound calling to insurance payers • Anesthesia Billing would be an added advantage, GE Centricity Portal.