Hypercare Agent
Others
About the role
The Hypercare Agent is responsible for providing dedicated and high-quality customer support to patients, healthcare providers, members, and other stakeholders during critical or post-service periods. The role involves handling healthcare-related inquiries, resolving concerns, providing accurate information, coordinating with internal teams, and ensuring a positive customer or patient experience.
What we're looking for
The Hypercare Agent is responsible for providing dedicated and high-quality customer support to patients, healthcare providers, members, and other stakeholders during critical or post-service periods. The role involves handling healthcare-related inquiries, resolving concerns, providing accurate information, coordinating with internal teams, and ensuring a positive customer or patient experience.
Key Responsibilities
Handle inbound and outbound calls, emails, chats, or other communication channels related to healthcare concerns and inquiries. Provide timely and accurate assistance to patients, members, healthcare providers, and other stakeholders. Assist with healthcare-related concerns, including appointments, benefits, eligibility, claims, billing, authorizations, and general account inquiries, depending on the assigned account. Provide additional support and close monitoring for escalated or critical cases requiring Hypercare assistance. Investigate and resolve customer concerns efficiently while maintaining professionalism and empathy. Coordinate with internal departments, healthcare providers, insurance companies, and other relevant stakeholders when necessary. Accurately document all customer interactions, concerns, actions taken, and resolutions in the designated system. Escalate complex or unresolved concerns to the appropriate team or supervisor. Follow established processes, healthcare regulations, data privacy policies, and company guidelines when handling sensitive information. Maintain confidentiality and protect patient and customer information at all times. Meet required quality, productivity, attendance, and customer satisfaction targets. Participate in training, coaching sessions, team meetings, and process improvement initiatives. Perform other duties and responsibilities that may be assigned by management.
Qualifications
At least a Senior High School Graduate; College Graduate or undergraduate is an advantage.
Experience in BPO, customer service, or healthcare accounts is preferred.
Background or experience in the healthcare industry is an advantage.
Excellent verbal and written English communication skills.
Strong customer service, problem-solving, and interpersonal skills.
Ability to handle sensitive and confidential information professionally.
Detail-oriented with strong documentation and organizational skills.
Proficient in basic computer applications and able to navigate multiple systems.
Ability to multitask and work effectively in a fast-paced environment.
Willing to work onsite or under the assigned work arrangement.
Can start asap
Key Responsibilities
Handle inbound and outbound calls, emails, chats, or other communication channels related to healthcare concerns and inquiries. Provide timely and accurate assistance to patients, members, healthcare providers, and other stakeholders. Assist with healthcare-related concerns, including appointments, benefits, eligibility, claims, billing, authorizations, and general account inquiries, depending on the assigned account. Provide additional support and close monitoring for escalated or critical cases requiring Hypercare assistance. Investigate and resolve customer concerns efficiently while maintaining professionalism and empathy. Coordinate with internal departments, healthcare providers, insurance companies, and other relevant stakeholders when necessary. Accurately document all customer interactions, concerns, actions taken, and resolutions in the designated system. Escalate complex or unresolved concerns to the appropriate team or supervisor. Follow established processes, healthcare regulations, data privacy policies, and company guidelines when handling sensitive information. Maintain confidentiality and protect patient and customer information at all times. Meet required quality, productivity, attendance, and customer satisfaction targets. Participate in training, coaching sessions, team meetings, and process improvement initiatives. Perform other duties and responsibilities that may be assigned by management.
Qualifications
At least a Senior High School Graduate; College Graduate or undergraduate is an advantage.
Experience in BPO, customer service, or healthcare accounts is preferred.
Background or experience in the healthcare industry is an advantage.
Excellent verbal and written English communication skills.
Strong customer service, problem-solving, and interpersonal skills.
Ability to handle sensitive and confidential information professionally.
Detail-oriented with strong documentation and organizational skills.
Proficient in basic computer applications and able to navigate multiple systems.
Ability to multitask and work effectively in a fast-paced environment.
Willing to work onsite or under the assigned work arrangement.
Can start asap
Your details
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