Associate iii - bpmUST Global

Job Description:
Assist customers with the resolution of product questions, including but not limited to claims such as denials and rejections; Remittances such as missing remit or incorrect setup; and account administration through customer portal.
Responsible for receiving, logging and responding to product application support questions from customers regarding the services offered. Requires written and verbal interaction with customers including insurance organizations, hospitals, physicians and nurses for the purpose of providing product usage or administrative solutions
Customer contact points include but are not limited to telephone and email to log Service Requests which are answered via email and/or outbound calls, as needed. Payer contact may also be necessary at times
Activities include ownership of requests, research, analysis, escalation and customer communication necessary to deliver appropriate resolution to customer inquiries
Key Responsibilities:
Customer Service: Receive, respond and log customer requests in accordance with department and company standards and procedures; communicate critical customer status and issues to support leadership as situation warrants; maintain customer relationships and manage customer expectations
Case Management and Communication: Effectively log and manage all cases with attention to the documented service levels. Document progress, and resolution of customer requests in issue tracking system in accordance to department and company standards and procedures; Adhere to escalation procedure and timeframes
Product Knowledge: Review and analyse ANSI standard files such as but not limited to 837, 266, 277, 835, 270, and 271. Must familiarize self with rejection and/or denial clearinghouse and payer codes to properly address related issues
Troubleshooting and Problem Solving: Provide customers with application functional and administrative assistance within assigned product area of expertise; Drive positive outcome and customer experience; Effectively research and troubleshoot product functional issues within defined area of expertise
Qualifications:
Education/Training/Experience:
Bachelor's degree or equivalent experience in US claims process
Required Skills:
Experience using a CRM, Issue Management, or problem tracking application
Ability to diagnose, research and resolve issues independently or as a cooperative member of a team
Proven problem-solving skills and analytic ability
Positive and proactive customer service attitude
Excellent written and verbal communication skills to provide clear, concise and correct product, technical and status information internally and externally
Excellent listening skills
Excellent time management skills
Excellent organizational skills
Preferred Qualifications:
Knowledge of HealthCare industries
Knowledge of ANSI standard files
Knowledge of HIPPA compliance regulations
Knowledge of the Payer/Provider environment
About Us: UST Global is a technology partner dedicated to transforming businesses, communities, and the people who live within them. Operating in 25 countries, we deliver future-ready digital transformation strategy services, products, and platforms that create new possibilities and help you imagine what's next in financial services, healthcare, retail, manufacturing, semiconductor, and communications. But what matters most is the deep partnership we forge with you to solve the unique challenges you face today, while preparing you for tomorrow.
That's us together. That's UST Global.
UST Global

Taguig City, Metro Manila
Permanent
Full-time