About the Client:
At G-Plans and FuturHealth, their Customer Service Team is dedicated to delivering an unparalleled experience to their valued customers. Their mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. They strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise. Their goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call while working with our provider network to solve all customer requests/issues.
Job Summary:
We are seeking sophisticated customer support agents who are committed to delivering exceptional service and making a meaningful impact.
Responsibilities:
- Manage large amounts of incoming phone calls, chats, and emails.
Identify and assess customers needs to achieve satisfaction- Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/customer service team targets and call-handling quotas
- Build sustainable relationships and trust with customer accounts through open and interactive communication
Cross-communicate between OpenLoop to obtain specific information about customers blabs, medication status, visit status, etc.- Ability to understand what teams handle what issues and accurately communicate issues/problems/questions to get the correct information to assist patients.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines, and policies
Assist patients in understanding payment structures, including medication costs, subscription fees, and any associated expenses.- Collect payments securely and efficiently, adhering to established payment processing procedures.
Coordinate and schedule appointments for patients with healthcare providers or program specialists as needed.
- Ensure that appointments are scheduled promptly and accommodate patients preferences to the best extent possible.
Proficiency in understanding all programs and extensions used.- Strong organizational skills and attention to detail to ensure accurate and efficient information about a patient's journey.
Requirements- Experience as a Customer Support Specialist
Experience answering calls, chats, and emails.
Fast learner and able to keep up with any updates/changes that happen throughout the week or month.- Excellent communication and problem-solving skills
Familiarity with the weight loss industry is a plus
- Must have Fiber Optic internet with at least 25 Mbps bandwidth
Must have a backup desktop or laptop with the latest OS- Must be able to work from 7PM to 4AM
Must be able to work onsite
WHAT WE OFFER:
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Work-from-home and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
Job Type: Full-time
Ability to commute/relocate:
- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
* healthcare: 1 year (Preferred)
