Responding to customer inquiries: You will handle incoming calls, emails, or chats from customers who need assistance with health care-related questions, such as understanding their health insurance coverage, explaining benefits, resolving billing or claims issues, and helping with appointments or scheduling.
Providing accurate information: You will be responsible for providing accurate and up-to-date information to customers regarding their health care options, services, and policies. This may include explaining complex medical terms, coverage details, and helping customers understand their rights and responsibilities.
Troubleshooting and problem-solving: You will actively listen to customers' concerns and work to resolve their issues in a timely and efficient manner. This may involve conducting research, investigating claims, coordinating with internal departments or health care providers, and finding solutions to problems within established guidelines and protocols.
Documenting and maintaining records: You will be responsible for accurately documenting customer interactions, inquiries, and resolutions in customer management systems or databases. This includes maintaining confidentiality of customer information and ensuring data accuracy for reporting and analysis purposes.
Educating customers: You will provide educational materials, resources, and guidance to customers to help them understand their health care options, benefits, and how to navigate the health care system. This may involve explaining health care policies, procedures, and guidelines, and assisting with enrollment or registration processes.
Adhering to regulations and compliance: You will need to comply with relevant health care regulations, such as HIPAA (Health Insurance Portability and Accountability Act), and follow company policies and procedures to ensure customer data confidentiality, privacy, and security are maintained.