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 General Inquiries , directions, hours, phone, fax, and provider information, ect.), Non-Urgent . “Patient Messages (test results, medication, clinical advice/message to provider, etcct.), and Appointment Inquiries (cancel and confirm).  Appointment scheduling, rescheduling, and urgent related patient calls are managed by Patient Access Services or the physician's practice.  ”

Responsibilities

You would have to coordinate with the appropriate staff to resolve their call concern

You will be expected to handle complaints, grievances and appeals via relevant recording and reporting system. You are task to track and document the contacts with members and providers and any internal referrals done to the plan of the member.

General Inquiries , directions, hours, phone, fax, and provider information, ect.), Non-Urgent . “Patient Messages (test results, medication, clinical advice/message to provider, etcct.), and Appointment Inquiries (cancel and confirm).  Appointment scheduling, rescheduling, and urgent related patient calls are managed by Patient Access Services or the physician's practice. 

Required to use the appropriate systems to search and provide complete answers and be fluent in English and/ or other languages. High standards of politeness and serving the customer are required.

Strive to answer the unasked question so that the caller does not have to call again. CSR should keep the commitments made to the caller if in case the issue needs a follow up

Answer any and all calls accurately and timely in accordance with the performance criteria and shall meet or exceed all performance metrics set forth herein.

Qualifications we seek in you

Minimum Qualifications / Skills

iSpeak score requirement of 7.5

Preferred Qualifications/ Skills

Prior experience in Health Care accounts
Good communication skills and strong understanding of medical terminologies
Strong analytical skill and attention to details

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.