Medical Customer Service Representative - UK Healthcare (Alabang)
Genpact Services LLC

Responsibilities


A medical customer service representative is responsible for providing premier customer service to customers as they relate to health services/medical information and handling of adverse event and quality complaints in a prompt, courteous, clear and concise manner. Medical CSRs are responsible for solving problems and educating callers about health /medication and procedures. They are also responsible for documenting all customer interactions in the appropriate computer system. CSRs initiate and/or implement resolution for all customer requests and ensure that excellent standards of service and a high levesl of customer satisfaction are maintained. They are also in charge of preparing customer service summary reports. 
 
  • Promptly answers, screens, and processes medical service requests received through multiple communication channels (phone, e-mail, etc.) with strict adherence to confidentiality/privacy agreements and policies and procedures.
  •  Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding. 
  • Provides consumers with product and medical information following all policies, and procedures.  Explains complex medical terms/information in lay terms to consumers using scripted responses. 
  • ·         Provides product and medical information following all policies, and procedures. 
  • ·         Identifies and documents adverse events and quality complaints following standard operating procedures
  • ·         May make outbound calls related to the service request, and/or follow-up to a customer inquiry
  • ·         Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback. 
  • ·         Keeps records of customer interactions and transactions, recording details of inquiries, comments and actions taken. All documentation is to be concise, thorough, and accurate.
  • ·         Utilizes automated (or if unavailable, manually) computer software
  • ·         Participates in internal and external educational opportunities and training requirements relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
  • ·         Manages irate or emotional callers in a professional manner, and co-ordinates the handling of difficult and/or unusual situations
  • ·         Meets outlined benchmarks and/or key performance indicators as monitored through audits or recordings.
  • ·         Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
  • ·         Other duties and special projects that are assigned by management.
  • ·         Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
  • ·         Identify trends in customer satisfaction or dissatisfaction
  • ·         Manage time effectively, meet personal goals and work effectively with other members of the distribution team
  • ·         Follow company policies and procedures
  • ·         Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
  • ·         Responsible for notifying administration of any required updates of customer records on the organization’s internal database.

Requirements


Education:   Nursing/Pharmacy Graduates
 
Experience:                

At least 3 years working experience in medical/pharmaceutical role and/or Customer Service desk or any other front facing customer service/consumer/client equivalent role
Knowledge of healthcare landscape
Nurse School Graduates, Medical or Pharmacy Assistant
Previous experience in a similar CSR and/or Trainer role would be an advantage
Background in UK clients or process an advantage
 
 
 
 
Communication:
Excellent oral and written communication skills, the ability to read and interpret documents such as standard operating procedures, to speak effectively and informatively and respond to customers over the phone or by email; preferably with experience handling UK calls
 
System/Computer Skills:
Ability to type a minimum of 35 words per minute with a high degree of accuracy while talking/handling emails
ability to navigate through multiple systems while responding to the customer's inquiry
 
Skills:
Result-oriented, Multitasking, Persuasive, Precision, customer focus, problem solver, process
oriented, excellent time and process management skills, critical thinking, scientific and
product knowledge, strong data integrity, and attention to detail 
 
Knowledge and education:
Language skills:
Customer Service representatives:
o    Advanced C1/C2 core language knowledge ( as per requirements)
o    English – medium (conversation & writing)
o    Any other language skill would be an advantage
 

Company Overview


Why Join Us?


Philippines - National Capital Reg
Philippines - Calabarzon & Mimaropa
Min 1 year ( 1-4 Yrs Experienced Employee)

Location Map


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Northgate Ave, Muntinlupa City, Philippines

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