Team Lead-Customer Service Representative (CSR) (Non -Voice Process)

Customer Service Representative (CSR) (Non - Voice Process)

Job Summary:

1.We are seeking a customer-focused and detail-oriented Customer Service Representative (CSR) to support our healthcare account.

2.The CSR will assist patients, healthcare providers, and insurance members by handling inquiries related to benefits, eligibility, claims, billing, appointments, and other healthcare services.

3.The ideal candidate possesses excellent communication skills, empathy, and the ability to maintain confidentiality while delivering exceptional customer service.

Key Responsibilities:

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond to inquiries regarding health insurance benefits, coverage, eligibility, claims, and billing.
• Assist members, patients, providers, and healthcare facilities with account-related concerns.
• Verify member information and accurately document customer interactions in the system.
• Resolve customer issues efficiently while adhering to company policies and healthcare regulations.
• Escalate complex concerns to the appropriate department when necessary.
• Maintain confidentiality and protect sensitive customer information in compliance with healthcare privacy

requirements.

• Meet established quality, productivity, and customer satisfaction targets.
• Stay updated on healthcare policies, procedures, and account-specific guidelines.
• Provide accurate information and educate customers on available healthcare services and programs.

Qualifications:

• College Graduate / Undergraduate (BPO experience is required)
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Basic computer proficiency and ability to navigate multiple systems.
• Ability to work in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Looking for immediate joiners

Mandatory Documents

• Updated Resume
• EPFO Service History
• Complete set of offer letters and relieving letters from all previous employer

Note: HCL conducts a stringent background verification (BGV) process. Offer will not be released without candidates submitting all required documents