Brand Advocate

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The incumbent of this role is expected to Provide courteous and prompt resolution to provider/member inquiries by conducting thorough investigations and fully educating provider/member with the goal of resolution on initial contact. In addition to researching and investigating service failures and report to leadership; identify root cause and recommend resolutions for service recovery and retention.

Job title:

Brand Advocate

Job Description:

• Respond to inquiries by telephone, web chat or email; research and answer inquiries, complaints and appeals by following all department standards, policies and procedures.
• Creates an exceptional experience for the provider/member by using professional customer service techniques, personalizing and focusing on adding value to the call
• Retains existing member through the use of proactive customer service/consulting techniques and enabling members to perceive value in the service
• Resolves member’s questions and concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value
• Resolves problems on the first call, and with a minimum of transfers by consistently improving personal technical knowledge and understanding
• Manipulate systems and escalat[e?] issues to the appropriate personnel for final resolution.
• Practice and maintain confidentiality to Privacy and HIPAA regulations. Proactively seek training and development to enhance skills and abilities.
• Participates in ongoing training in keeping with Client’s request and changing business strategies.
• Ensure and maintain compliance of all department and corporate standards, policies and procedures.
• Maintains call performance goals (i.e. AHT, quality and schedule adherence)
• Adheres to Sagility’s policies and procedures.
• Maintains a positive attitude and support Sagility’s Commitment to Excellence.
• Performs other duties as assigned.

Location:

Barranquilla Distrito 90Colombia