Senior Customer Service Advisor (Healthcare) | Night Shift, Temp WFH, BGC

Senior Customer Service Advisor (Healthcare) | Night Shift, Temp WFH, BGC

Microsourcing Philippines Inc
1-5 years
Not Specified

Job Description


Change Healthcare is a healthcare technology company that offers software, analytics, network solutions, and technology-enabled services to help create a stronger, more collaborative healthcare system.

Change Healthcare Philippines is a captive center in the healthcare industry- they are a registered business entity here in the Philippines but their headquarters is in the US.
They are a global healthcare company operating in over 120 locations in the world, one of which is the Philippines and operates primarily in Picadilly Star in BGC, Taguig. They have various lines of businesses. The Philippine operations support their technology-enabled solutions such as software for medical imaging and major healthcare management processes such as financial management (medical claims), chart retrieval, clinical operations to name a few. '
Job Summary:

The Customer Care Representative proactively engages with Imaging Share customers to assist with workflow optimization and product value realization. This person is responsible for the growth of a customer’s sharing networks and the increased adoption across the organization.
The Customer Care Representative is assigned to medium to large customers as a key point of contact for various Imaging Share needs and works to help them align product and services capabilities with their key strategic objectives. This person also works directly with Enterprise Imaging internal departments to identify and address the voice of the customer in future product development.
Primary Duties/Responsibilities:

  • Develops a cadence to review customer Imaging Share usage and metrics and identifies opportunities for growth and up-sell.
  • Is a key point of contact for day-to-day client requests and helps handle non-technical inquires including assistance with contracting, billing and security reviews
  • Proactively leads a joint planning process that develops mutual performance objectives, financial targets, and critical milestones that will secure customer success.
  • Assists with escalations to ensure customer receives the necessary attention from the appropriate Enterprise Imaging resources
  • Supports sales in identifying Imaging Share referral accounts that can be converted to new revenue.
  • Provides guidance in the post implementation transition to Support
  • Secures customer renewals

  • Ability to negotiate and structure partnerships
  • Demonstrated strong ability to analyze processes, manage continuous change and think operationally/strategically to achieve business goals.
  • Ability to influence across all levels of the organization.
  • Strong interpersonal, communication, leadership, and organizational skills.
  • Comfortable working with healthcare professionals and other business associates at all levels of the organization.
  • Proven ability to proactively devise and implement new strategies and processes.
  • Highly motivated, goal oriented and able to work independently
  • Demonstrated ability to quickly grasp new technology and complex workflows
  • Excellent listening, negotiation and presentation skills
  • Very strong verbal and written communications skills
  • Excellent organizational skills are a must
Related Experience Requirements:
  • At least 3 years of experience in delivering client-focused solutions based on customer needs in a high-tech company healthcare environment.

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.

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