About Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving end-to-end solutions for the world’s best brands. Through our comprehensive portfolio of capabilities, we deliver exceptional customer interactions across the entire customer lifecycle. With a presence in over 40 countries, including a robust operation in New Zealand, we are committed to building vibrant cultures, extraordinary experiences, and an innovative environment where our people can thrive. We partner with clients across various industries, including healthcare, to provide compassionate, efficient, and expert support that enhances brand loyalty and operational excellence. At Concentrix, we believe that our diverse team is our greatest asset, and we are dedicated to fostering an inclusive workplace where every voice is heard and valued.
Job Description
Are you passionate about making a real difference in people’s lives through exceptional customer service? Concentrix is seeking dedicated and empathetic individuals to join our team as a Healthcare Customer Service Associate, offering flexible hours to suit your lifestyle. In this vital role, you will be the first point of contact for individuals navigating the complexities of healthcare, providing essential support, information, and guidance with care and precision. You’ll manage inbound and outbound calls, emails, and online chats, assisting customers with inquiries related to health plans, benefits, claims, appointments, and general health-related services. This is more than just a call center role; it’s an opportunity to provide a reassuring presence, clarify crucial information, and facilitate access to necessary healthcare. We are looking for someone with outstanding communication skills, a compassionate approach, and the ability to handle sensitive information with the utmost confidentiality and professionalism. If you thrive in a fast-paced environment, are a quick learner, and dedicated to delivering a superior customer experience, especially within the critical healthcare sector, we encourage you to apply. This role offers the flexibility you need while providing a stable career path with one of the world’s leading CX solution providers. You’ll join a supportive team that values growth, learning, and making a positive impact every day.
Key Responsibilities
- Serve as the primary point of contact for healthcare customers via phone, email, and chat, addressing inquiries and concerns.
- Provide accurate and comprehensive information regarding health plans, benefits, claims processing, and service accessibility.
- Guide customers through complex healthcare processes, explaining options clearly and patiently.
- Resolve customer issues efficiently and empathetically, escalating complex cases to appropriate departments when necessary.
- Maintain meticulous records of all customer interactions and transactions in the CRM system.
- Adhere strictly to healthcare compliance regulations (e.g., privacy laws) and company policies.
- Collaborate with internal teams to ensure seamless service delivery and enhance the customer experience.
- Participate in ongoing training and development to stay updated on healthcare policies and best practices.
- Manage flexible shifts, ensuring coverage and high-quality service during operational hours.
- Identify and document trends in customer inquiries to contribute to process improvement initiatives.
Required Skills
- Minimum 6 months of experience in a customer service role, preferably in a call center or healthcare setting.
- Exceptional verbal and written communication skills in English.
- Strong empathetic listening and problem-solving abilities.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work independently and as part of a team in a remote work environment.
- High level of professionalism and discretion when handling sensitive personal and medical information.
- Strong organizational skills and attention to detail.
- Reliable internet connection and a dedicated, quiet workspace for remote work.
Preferred Qualifications
- Previous experience in the healthcare or insurance industry.
- Familiarity with medical terminology and healthcare systems.
- Experience working in a remote or flexible hours capacity.
- A tertiary qualification in a relevant field (e.g., health sciences, business administration).
- Ability to speak an additional language commonly used in New Zealand communities.
Perks & Benefits
- Competitive salary package.
- Flexible work hours to support work-life balance.
- Comprehensive health and wellness programs.
- Opportunities for career advancement and professional development.
- Employee assistance program (EAP).
- Access to a global network of supportive colleagues.
- Modern tools and technology for effective remote work.
- A dynamic and inclusive company culture.
How to Apply
Ready to make a meaningful impact? If you are a compassionate and skilled customer service professional looking for a flexible role in the healthcare sector, we invite you to apply. Please click on the application link below to submit your resume and cover letter, outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!