About the position
TaskUs is seeking a Healthcare Customer Service Representative to join our team in Texas, working from home. This is a temporary position that will conclude at the end of the day on December 7, 2024, with the potential for a permanent role based on performance and business needs. The ideal candidate will be dedicated to providing exceptional customer service, ensuring that every interaction is handled with accuracy, efficiency, and respect. As a representative, you will be responsible for addressing customer inquiries, resolving issues, and maintaining high standards of customer satisfaction as measured by various performance metrics. In this role, you will engage with customers through multiple channels, including phone, email, and live chat. You will be expected to research and provide timely responses to inquiries, navigate internal and external documentation, and escalate unresolved issues to the appropriate teams. Your ability to identify trends in customer interactions and communicate effectively with both customers and team members will be crucial to your success. You will also participate in mandatory training sessions to stay updated on company policies and procedures. At TaskUs, we pride ourselves on our People First culture, which emphasizes employee well-being and professional growth. We offer competitive salaries and a comprehensive benefits package, including health insurance. Additionally, all employees who remain active until the end of the contract will receive a completion bonus of $500. Join us and experience a workplace that values inclusivity and supports your career development.
Responsibilities
- Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction.
- Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels.
- Navigate internal and external documentation and resources to provide world-class service.
- Identify and escalate priority or unresolved issues to appropriate internal teams.
- Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures.
- Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues.
- Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client.
- Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service.
- Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere.
- Participate in all mandated internal and external training and/or seminars.
- Get to know, understand, and comply with TaskUs' policies and procedures.
Requirements
- Minimum 1 year of contact center experience or equivalent customer service experience.
- Work history that consistently demonstrates commitment and achievement.
- Ability to adapt to program changes driven by the rapid evolution of our client's services and the healthcare marketplace.
- Exceptional verbal communication skills, including the ability to speak with confidence and conviction to help people make positive enrollment decisions.
- Ability to use feature-benefit examples to educate callers.
- Fluency in English is required.
- Ability to type 25 words per minute with 90% accuracy.
- Ability to multitask effectively using various online resources and platforms.
- Adherence to regulatory requirements to protect patient safety.
- Adherence to client processes to prevent risk to patient care and to provide the ideal patient experience.
Benefits
- Health insurance
- Completion bonus of $500 for employees active until December 7, 2024
- Professional growth opportunities
- Fun and inclusive workplace
