SPE-Customer Service HC

Job Summary

This role focuses on delivering high quality customer service support for payer domain stakeholders in a hybrid work model with night shifts and no travel requirement. The specialist will handle inquiries resolve issues and maintain accurate documentation using MS Office while adhering to compliance standards. The role contributes to operational excellence and supports better experiences for customers and society through efficient and empathetic service.

Responsibilities

• Handle incoming customer inquiries related to payer domain processes with high accuracy and empathy ensuring timely resolution and positive service experiences for all stakeholders.
• Manage complex service requests in a structured manner by documenting details in MS Office tools supporting traceability and continuous improvement of customer interactions.
• Coordinate with internal teams to investigate and resolve payer related issues efficiently promoting collaboration that improves service reliability and customer satisfaction.
• Maintain clear and concise records of all customer interactions in spreadsheets and documents enabling data driven insights and compliance with organizational standards.
• Respond to escalated cases during night shifts by applying established procedures and judgment enhancing trust and minimizing disruption for customers.
• Utilize MS Office applications to prepare status reports and action logs helping management track performance trends and identify opportunities to refine service delivery.
• Follow payer domain policies and regulatory guidelines consistently supporting risk mitigation and fostering transparent and ethical customer engagements.
• Engage in proactive communication with customers to clarify requirements and next steps reducing misunderstandings and building long term confidence in company services.
• Apply problem solving techniques to analyze recurring service issues recommending practical changes that improve process efficiency and overall customer satisfaction.
• Collaborate with hybrid work model teams through virtual and onsite interactions maintaining continuity of support and seamless handoffs across working locations.
• Participate in knowledge sharing and process documentation activities ensuring that best practices are captured and accessible for smoother onboarding and continuous learning.
• Adhere to night shift schedules with reliability and professionalism supporting global operations and enabling round the clock service coverage for payer customers.
• Contribute to company goals by ensuring each customer interaction reflects commitment to quality thereby supporting stronger community trust in healthcare payer services.

Qualifications

• Demonstrate practical experience in customer service of at least two years showing ability to manage inquiries handle concerns and maintain calm communication in demanding situations.
• Exhibit strong proficiency in MS Office applications including word processing and spreadsheets using these tools to document cases analyze data and prepare clear reports.
• Apply detailed understanding of payer domain concepts such as eligibility claims and billing scenarios ensuring accurate guidance and effective issue resolution for customers.
• Show capability to work consistently in hybrid and night shift environments maintaining focus productivity and dependable communication regardless of location and time.
• Display strong verbal and written communication skills tailored to diverse customer backgrounds enabling respectful dialogue and precise explanation of complex topics.
• Bring proven experience in following standardized procedures and compliance requirements supporting adherence to organizational policies and sector regulations.
• Demonstrate collaborative mindset when working with operations technical and support colleagues contributing to shared problem solving and improved end to end service outcomes.