It’s Time For A Change…
Your Future Evolves Here
Evolent Health has a bold mission to change the health of the U.S. by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans.
Are we growing? Absolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022. Are we recognized as a company you are supported by for your career and growth, and a great place to work? Definitely. Evolent Health International (Pune, India) has been certified as “Great Places to Work” in 2021. In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation’s Corporate Equality Index (CEI). This index is the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.
We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
Contact Center Customer Service Representative (CSR) - Position Summary:
Put your customer service skills to work in a meaningful way at Evolent Health and be a pioneer in this US Healthcare company that is coming soon to the Philippines! Evolent Health has MULTIPLE OPENINGS for Customer Service Representatives who are energetic, eager individuals ready to join a team dedicated to assisting our health plan providers, customers and their families every day. This is a great opportunity if you have a dedication to service, thrive in a dynamic, fast-paced work environment and have a passion for providing outstanding care for the customers you connect with.
For this role we are seeking skilled and knowledgeable call center individuals who are comfortable interacting and providing support to health plan members, providers and/or their representatives, fluent in computer navigation while confidently and compassionately engaging with the caller.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role.
Roles & Responsibilities:- Answer and manage inquiries from customers in a prompt, courteous manner while documenting relevant information in a clear and concise manner in computer systems.
- Ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs.
- Reply and handle inquiries via inbound telephone and other communication channels, regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments and other related topics. Conduct out-bound and/or return calls to customers as necessary.
- Analyze and own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
- Communicate and partner with customers tactfully and empathetically to resolve issues, using clear language translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
- Handle and process customer complaints/ grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
- Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance. Adhere to all applicable department, organization and/or regulatory policies and procedures.
- Read, comprehend and verbalize processes and procedures of the organization and of health insurance coverage.
- Training Hours: 8:00 am – 5:00 pm Monday – Friday CST (during first 30 - 60 days). Trainees will be required to maintain regular attendance and successfully complete the required training and demonstrate proficiency of the material at the end of training.
- Hours of Operation: 7 days a week, 7:00 am – 10:00 pm CST (your shift will be determined after training)
Qualifications:- College Graduate, health related course is an advantage.
- 1 year call center/BPO experience; experience in healthcare is an advantage
- Ability to stay on task and handle steady call volume daily
- Excellent verbal and written English communication skills
- Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 25 to 35 WPM and learn new computer programs
- Ability to work regularly scheduled shifts, and work over-time and/or weekends, as needed
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a positive, respectful, timely manner, consistently meeting commitments)
- Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions.
- Strong active listening skills, confident responsiveness that maintains the organization's integrity.
- Ability to maintain strict confidentiality of protected health information.
Compensation & Benefits:- Earn as much as ₱29,000 up to ₱32,000 per month;
- HMO coverage includes you and a dependent with maximum benefit limit of ₱200,000.
- Transportation allowance when reporting in the office
- Internet allowance
- Performance based incentives
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
Evolent Health intends to establish a great working environment in the Philippines and offers a competitive benefit package, a fun and friendly work environment. Candidates offered a position must be able to successfully pass the background check. * Skills testing may be required. Employees will initially be hired by Genfinity with the expectation that they will be transferred to Evolent.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.
Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.
All information will be kept confidential according to EEO guidelines.
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Last updated on Dec 11, 2024