Careers at Sagility

The Customer Service Lead Representative - Client Service Coordinator role is distinct from traditional call center or provider organization positions by focusing on managing escalated client and customer inquiries from Client Executive Service Team, ensuring thorough research, analysis, and resolution tracking. This position emphasizes proactive communication, partnership with executive stakeholders, and cross-platform service delivery, requiring advanced knowledge of systems and strong analytical, organizational, and relationship-building skills.Customer Service Lead Representative (Premium Healthcare)

Education & Experience:

• College degree of any 4-year course with 4+ years contact center experience.

• Completed at least 2 years in college or senior high school graduate with 4+ years contact center experience.

• 2+ years’ experience within Medical Customer Service preferred.

• 2 years’ experience with multiple software and system-based applications, including database, spreadsheets, Microsoft Word, Excel, PowerPoint, and Outlook.

• Healthcare related call center or/with specific medical Proclaim or Facets experience is highly preferred.

Mandatory Skills:

• Strong ability to partner in a matrix environment preferred

• Strong knowledge of health benefits, products and services.

• Ability to quickly understand the customers’ needs and expectations

• Strong verbal/written communication, as well as organizational skills to effectively communicate and interact with all levels within the organization.

• Ability to manage multiple priorities and deadlines.

• Experience working independently and proactively.

• Experience negotiating and managing expectations for mutually acceptable solutions

• Demonstrated organizational and time management skills.

• Strong analytical and detail-oriented skills required.

• Ability to effectively problem-solve issues to resolution.

• Demonstrated interpersonal skills.

Roles & Responsibilities:

• Manage escalated client and customer call and claim inquiries received from Client Executive Service Team ensuring each inquiry is thoroughly researched, analyzed, and tracked.

• Maintain clear and proactive communication with all partners, keeping them informed about next steps and timing of resolution to ensure we are addressing concerns quickly and effectively.

• Partner closely with the Executive Service Team to build trust and strong working relationships.

• Service customers across all medical platforms and products

• Interact with internal/external customers and business partners in a professional manner (includes verbal and written interactions). Receiving inbound calls (Client, Brokers and/or Sales) and may make outbound calls to customers and providers as needed.

• Manage resolution in a timely manner and provide status to all appropriate parties when resolved.

• Pull claim reports and analyze data and trends

• Navigate multiple Client systems including client self-service portals, claims systems, and tracking systems.

• Process eligibility updates, ID card requests, eligibility letters, claim status, authorization status, EOB requests, Customer/Client Specific reporting, etc.

• Participate in meetings with Executive Service Team to focus on account level needs as needed 

Quezon City, Bridgetowne GBF Center 1Philippines