Customer Experience Associate II - Healthcare Planner
OTHER•Pasay
About this role
<p class="elementtoproof"><span>Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.</span></p>
<style></style><br><p style="margin: 0px;"><strong>Job Track Description: </strong></p>
<ul style="margin-top: 0in;">
<li>Performs business support or technical work, using data organizing and coordination skills.</li>
<li>Performs tasks based on established procedures.</li>
<li>In some areas, requires vocational training, certifications, licensures, or equivalent experience.</li>
</ul>
<p style="margin: 0px;"><strong>General Profile </strong></p>
<ul style="margin-top: 0in;">
<li>Expands skills within an analytical or operational process.</li>
<li>Maintains appropriate licenses, training, and certifications.</li>
<li>Applies experience and skills to complete assigned work.</li>
<li>Works within established procedures and practices.</li>
<li>Works with a moderate degree of supervision.</li>
</ul>
<p style="margin: 0px;"><strong>Functional Knowledge </strong></p>
<ul style="margin-top: 0in;">
<li>Has developed skillset in a range of processes, procedures, and systems.</li>
</ul>
<p style="margin: 0px;"><strong>Business Expertise </strong></p>
<ul style="margin-top: 0in;">
<li>Supports the achievement of company goals by integrating teams for the best outcome.</li>
</ul>
<p style="margin: 0px;"><strong>Impact </strong></p>
<ul style="margin-top: 0in;">
<li>Impacts a team through quality of services and information provided.</li>
<li>Follows standardized procedures and practices and receives moderate supervision and guidance. </li>
</ul>
<p style="margin: 0px;"><strong>Leadership </strong></p>
<ul style="margin-top: 0in;">
<li>Has no supervisory responsibilities.</li>
<li>Manages own workload.</li>
</ul>
<p style="margin: 0px;"><strong>Problem Solving </strong></p>
<ul style="margin-top: 0in;">
<li>Ability to problem solve, self-guided.</li>
<li>Evaluates issues and solutions to provide the best outcome for the client and end-users.</li>
</ul>
<p style="margin: 0px;"><strong>Interpersonal Skills </strong></p>
<ul style="margin-top: 0in;">
<li>Exchanges information and ideas effectively.</li>
</ul>
<p style="margin: 0px;"><strong>Responsibility Statements </strong></p>
<ul style="margin-top: 0in;">
<li>Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.</li>
<li>Identifies customer needs by referring to case notes and examining each as a specific case.</li>
<li>Performs routine call center activities concerning business products and services.</li>
<li>Uses standard scripts and established guidelines and under supervision, to meet SLAs.</li>
<li>Provides customers with information that is specialized and communicated in a warm empathetic manner.</li>
<li>Gathers all necessary information to update the database.</li>
<li>Escalates issues to senior levels, based on complaints or concerns.</li>
<li>Explains company policies to customers.</li>
<li>Performs other duties as assigned.</li>
<li>Complies with all policies and standards.</li>
</ul><br><p class="elementtoproof">Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.</p>
<p class="MsoNormal">For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: <a href="https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf" target="_blank" rel="nofollow">click here to access or download the form</a>. Complete the form and then email it as an attachment to <a href="mailto:[email protected]" target="_blank" rel="nofollow">[email protected]</a>. You may also <a href="http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf" target="_blank" rel="nofollow">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>
What you'll do
- Associates assess incoming calls to provide immediate service, transfer, or schedule follow-up for client resolution, while performing routine call center activities using standard scripts and guidelines. They must identify customer needs by reviewing case notes, provide specialized information empathetically, update the database, and escalate serious issues based on complaints.
About Conduent Business Services Philippines, Inc.
Conduent delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for its clients and the millions of people who count on them. We leverage cloud computing, artificial intelligence, machine learning, automation and advanced analytics to deliver mission-critical solutions. Through a dedicated global team of approximately 55,000 associates, process expertise and advanced technologies, our solutions and services digitally transform our clients’ operations to enhance customer experiences, improve performance, increase efficiencies and reduce costs. We drive progress in every process for our client including disbursing approximately $100 billion in government payments annually, enabling 2.3 billion customer service interactions annually, empowering millions of employees through HR services every year and processing nearly 13 million tolling transactions every day.
Learn more at www.conduent.com
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Frequently Asked Questions
What does a Customer Experience Associate II - Healthcare Planner do at Conduent Business Services Philippines, Inc.?
As a Customer Experience Associate II - Healthcare Planner at Conduent Business Services Philippines, Inc., you will: associates assess incoming calls to provide immediate service, transfer, or schedule follow-up for client resolution, while performing routine call center activities using standard scripts and guidelines. They must identify customer needs by reviewing case notes, provide specialized information empathetically, update the database, and escalate serious issues based on complaints..
Is the Customer Experience Associate II - Healthcare Planner position at Conduent Business Services Philippines, Inc. remote?
The Customer Experience Associate II - Healthcare Planner position at Conduent Business Services Philippines, Inc. is based in Pasay, National Capital District, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Experience Associate II - Healthcare Planner position at Conduent Business Services Philippines, Inc.?
You can apply for the Customer Experience Associate II - Healthcare Planner position at Conduent Business Services Philippines, Inc.directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.