PE-Customer Service HC

Job Summary

This hybrid night shift role focuses on delivering responsive and empathetic customer service for payer domain processes using MS Office tools to manage inquiries documentation and reporting. The position supports accurate resolution of member and provider issues maintains compliant records and contributes to streamlined payer operations that enhance customer trust and overall healthcare service quality.

Responsibilities

• Handle incoming member and provider inquiries related to payer processes with clear communication and timely resolution using MS Office tools to document each interaction comprehensively.
• Respond to complex benefit eligibility claim and payment questions by accessing payer systems and translating information into simple and accurate explanations for customers.
• Coordinate with internal operations and support teams during night shifts to ensure uninterrupted customer service and consistent handling of urgent payer related issues.
• Maintain detailed and well structured call logs email records and case notes in MS Office applications to support audit readiness and continuous process improvement.
• Monitor service queues and prioritize cases based on urgency and impact focusing on resolution quality while meeting agreed turnaround times for payer customers.
• Escalate patterns of recurring issues system defects or policy confusion to designated teams providing clear documentation and suggestions for service enhancement.
• Verify customer identity and relevant coverage details in payer systems to protect sensitive information while ensuring correct application of benefits and policies.
• Collaborate with team members in a hybrid work environment by sharing updates best practices and case learnings through organized MS Office reports and trackers.
• Contribute to customer satisfaction objectives by offering empathetic service setting realistic expectations and following up on unresolved payer inquiries until closure.
• Support compliance with payer regulations and internal guidelines by following documented procedures reporting exceptions and aligning communications with approved standards.
• Use spreadsheets and templates in MS Office to track individual performance metrics identify service trends and support data driven improvements in customer experience.
• Participate in knowledge sharing huddles and process refresher sessions to stay updated on payer policy changes and reflect them accurately in customer interactions.
• Assist in preparing simple summary reports of customer feedback common pain points and service outcomes that help the company refine payer services and societal impact.

Qualifications

• Demonstrate practical experience using MS Office applications including word processing and spreadsheets to capture customer information and organize payer service data.
• Show working knowledge of customer service practices such as active listening clear verbal and written communication and structured problem solving in a support environment.
• Apply understanding of payer domain concepts including coverage rules claim handling and payment processes to interpret inquiries and provide relevant guidance.
• Display ability to work in night shifts within a hybrid model while maintaining focus reliability and consistent responsiveness to customer needs.
• Exhibit strong attention to detail when documenting interactions updating records and verifying payer information to reduce errors and rework.
• Highlight familiarity with basic ticketing or case management workflows even at entry level showing readiness to learn specific payer tools and systems.
• Emphasize a customer centric mindset that values fairness clarity and respect helping the organization build long term trust and positively influence healthcare access.