Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of [Process Associate], [Customer Care]

In this role, you will be responsible for answering questions and resolve issues of members and providers with regard to their inquiry via phone, email/fax and chat
Your role will function as the front line of customer service for the product inquiry and any related services aligned to it. You would have to coordinate with the appropriate staff to resolve their call concern
You will be expected to handle requests, determine, respond and resolve issues basis the SOP. You are task to track and document the contacts with members and providers and any internal referrals done to the plan of the member.

Responsibilities

This is a full-time role and would involve handling various tasks like the following:
• Respond to and resolve inquiries related to order status.
• Receive and respond to inquiries received by phone, email / fax and chat from customers and sales representatives.
• Respond to and resolve inquiries related to product information from online catalogue or database.
• Refer inquires if data is not available to respond and resolve.
• Inform customer upon receipt of requested information
• Respond to and resolve sales representative alignment inquiries, including determining the product / product group and customer location and referring the request to the sales representative.
• Respond to and handle requests for sample products. Verify product and refer request to sales representative for required action.
• Provide support for inquiries related to list price / quote and product availability
• Receive urgent inquiries / medical inquiries from physicians / practitioners, obtain required information, log in tracker and escalate to Integra following the Procedures Manual.
• Receive portal access requests, verify account in the designated system and send for processing.
• Code all contact types in the Integra designated system.
• Receive calls on medical emergency line and warm transfer
• Escalate contacts that are established to be out of scope of Provider’s responsibility

• Qualifications we seek in you
Minimum Qualifications / Skills
• Must have completed at least 2nd year college
• Preferably Commerce Graduate
• Good verbal and written communication skills – Primary language as English
• MS Office
• Freshers are eligible
• Excellent English interpersonal skills

Preferred Qualifications/ Skills
• Prior experience in Health Care accounts
• Good communication skills and strong understanding of medical terminologies
• Strong analytical skill and attention to detail Knowledge of Voice and Non-Voice domains would be an added advantage.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.