In these roles you will be responsible for:
Role Responsibilities
Job Description: Customer Care Associate
Job Summary: The Customer Care Associate for the Healthcare Consistently meet or exceed performance expectations in core agent responsibilities, including customer handling, quality, and productivity metrics. Provide on-the-job support and guidance to new hire. Offer real-time floor support to peers by addressing queries, resolving issues, and sharing best practices. Serve as a point of contact (POC) for the team, acting as a reliable resource for escalations, updates, and coordination with leadership.
________________________________________
Key Responsibilities
- Handle customer interactions via phone, chat, or email, ensuring prompt, accurate, and professional resolution of inquiries and issues.
- Consistently meet or exceed key performance indicators (KPIs) such as quality, productivity, attendance, and adherence.
- Provide guidance and assistance to new team members, helping them understand processes, tools, and best practices.
- Offer real-time support to peers by addressing questions, clarifying procedures, and assisting with escalations when needed.
- Act as a reliable POC for the team, supporting coordination, sharing updates, and liaising with supervisors or leadership.
- Collaborate with Operations, Training, Workforce, Quality, and Compliance teams to optimize performance
________________________________________
Required Qualifications
- Demonstrated strong proficiency in the Lincare program through over a year of dedicated experience and performance.
- Consistently meeting and/or exceeding KPIs
- Excellent attendance and adherence
________________________________________
Preferred Skills & Competencies
- Analytical and problem-solving skills
- Solid understanding of healthcare processes and performance drivers in a BPO environment
- Demonstrates strong passion for their work and the ability to effectively guide and support new hires.
________________________________________
Behavioral Competencies
- Accountable and trustworthy
- Ethical and compliant
- Resilient and adaptable
- Collaborative and inclusive
- Ownership mentality
