Customer Service - Healthcare


Customer Service - Healthcare

Essential Functions/Core Responsibilities  

  • Engages in both inbound and outbound voice and chat
  • Uses client-based email in work
  • Not required to maintain average handle time (AHT) of less than five minutes
  • May require follow up with customers on requested leads
  • Relies on multiple tools
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Probe for and confirm understanding of customers issue and needs
  • Meet customer requirements through first contact resolution
  • Confirm customer understanding of the solution
  • Provide additional customer education as needed
  • Prepare complete and accurate work and update customer file
  • Effectively transfer misdirected customer requests to an appropriate party
  • Contribute ideas to better resolve problems, serve the customer, and improve productivity
  • Participate in activities designed to improve customer satisfaction and business performance
  • Occasionally use decision-support tools to answer questions
  • Solve problems that are sometimes unstructured and require reliance on conceptual thinking
  • Offer solutions to issues that are often non-standard/non-routine and require some clarification
  • Maintain broad knowledge of client products and services
  • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

Career Framework Role  

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

Convergys is an EEO/AA/M/F/Vet/Disability Employer

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