• 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)

• 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.

• 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

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.