Process Associate - Customer Service

Job Responsibilities 
Your responsibilities may include but are not limited to:

• Follows all predefined guidelines and timelines such as verifying documents, analysis of data and deliver required information to client on a timely manner in order to meet SLA target and to ensure that the performance parameters are met
• Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• Effectively executes calls of the client’s customers, resolves query/issue as per deliverable outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards
• Handles individual cases that need re-work in order to ensure high customer satisfaction/NPS score from the end user
• Delivers on the new process/approach in order to meet client and internal goals
• Performs stand-alone activities or high volume transactions such as customer calls, emails, chats, requests/orders including cancelling, adding, and modifying per customer requirements in order to ensure SLA adherence, customer satisfaction, quality and compliance

Qualifications
Basic

• High School Diploma or GED Equivalent

Preferred

• Experience in customer support or data entry

• Ability to work with in Microsoft Office

• Professional written and verbal communication

• Analytical skills

• Fully bilingual (Spanish and English)

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.