Careers at Sagility

This position supports a resolute team for our clients Health Plan inquiries. The team consists of highly analytical, technical minded Customer Service experts with depth of knowledge in resolving and navigating within a multifaceted health care setting. Candidates must have a proven track recording in solutioning complex claim issues, identifying & navigating complex health conditions, and diligence in every interaction ensuring an accurate and firm focus on timely resolution. Ideal candidates must possess the ability to listen intently with a focus first on resolution to the reason for their outreach. Representatives must think and perform more critically & creatively, leveraging their call center experiences with a keen problem-solving skill to take their service in this role to the next level. The ability to operate in the absence of precise work instruction is critical for success.Customer Service Senior Representative (Premium Healthcare)

Education & Experience:

• College degree of any 4-year course with at least two (2) years contact center experience.

• Completed at least 2 years in college with 2+ years’ contact center experience.

• Senior High School graduate with 2+ years’ contact center experience.

• Healthcare related call center experience or medical background is required.

Mandatory Skills:

• Proficiency in Outlook and WebEx.

• Ability to actively listen to understand current needs and complexities while identifying next steps & potential future needs.

• Excellent written and verbal interpersonal communication skills

• Confidence with technology, innovational progress, and ability to toggle three or more systems.

• Creative problem-solving and analytical skills with self-awareness of time to resolution.

• Proven record of working independently to manage day in a fast-paced, quality driven environment.

Roles & responsibilities :

• Will provide highest level of service on inbound member interactions, direct messaging, and with some candidates also providing digital chat support to customers.

• The position requires high level of compassion and empathy, excellent interpersonal skills, strong communication and comfortability in sharing intricate and/or difficult messages.

• Will support customer inquiries and needs regarding their medical benefits and eligibility.

• Listens to understand while members unique needs, seeking more information through probing questions with the goal of offering vendor programs and services that apply to their past, current or future needs.

• Required to have a strong and thorough understanding of the full suite of medical benefits.

• Confidently partner with other departments to ensure all member needs met to achieve resolution and recommendations for next steps in their healthcare journey.

• Investigates and resolves escalations, barriers to care, and complaints obtaining necessary information from policies and procedures. When knowledge base documents are not available to guide next steps, must be able to determine the best solution or option autonomously and accurately for customer.

• Takes ownership and provides timely follow-up on any takeaway from member interactions. i.e.  prior authorizations pending, findings from claim discrepancies, etc.

• May serve as primary contact and liaison between customers, health plans, service centers, and/or functional areas.

• Thorough technical knowledge of products and excellent communication skills.

• Be a champion of change and adapt well to frequent adjustments to procedures.

• Must be highly coachable and open to feedback to improve member experience driving a consistently accurate quality of service. 

Quezon City, Bridgetowne GBF Center 1Philippines