Customer Support Voice Process

Role & responsibilities

Key Responsibilities

• Process complex benefit administration on activities with minimal supervision
• Review claim documentation and determine appropriate next steps
• Contact providers and other stakeholders to obtain required information
• Manage follow-up activities and resolve outstanding requests
• Ensure compliance with quality, productivity, and service-level standards
• Identify and resolve processing exceptions
• Maintain accurate and complete documentation
• Support multiple product lines and workflows
• Assist with training, coaching, and knowledge sharing
• Escalate issues or exception to leadership when needed
• Recommend process improvements and efficiency opportunities.

Preferred candidate profile