Associate BPM Lead (SME, Healthcare Helpdesk)

Taguig City, Metro Manila
Permanent
Full-time

1 month ago

Job Description:As a Subject Matter Expert (SME) in Healthcare Helpdesk, you will serve as a key resource in delivering high-quality support and guidance on complex healthcare-related inquiries. Your deep understanding of insurance benefits, provider contracts, eligibility, and claims will enable you to resolve escalated issues, mentor team members, and contribute to process improvements. Success in this role requires advanced communication, analytical thinking, and problem-solving skills, along with a strong understanding of helpdesk systems and healthcare operationsKey Responsibilities:

Serve as the primary escalation point for complex inquiries related to insurance benefits, claims processing, provider contracts, and member eligibility
Handle escalated calls from customers, ensuring concerns are addressed with urgency, empathy, and professionalism
Provide expert-level support via phone and written correspondence, ensuring accurate and comprehensive responses
Analyze and resolve advanced customer issues with professionalism and efficiency, using data-driven insights
Troubleshoot technical issues related to helpdesk platforms, CRM systems, and healthcare databases, escalating to IT teams when necessary
Document customer interactions and resolutions thoroughly to support quality assurance and continuous improvement
Collaborate with internal teams to streamline workflows and enhance service delivery
Conduct root cause analysis on recurring issues and recommend actionable solutions
Lead knowledge-sharing initiatives and provide training or coaching to helpdesk associates
Ensure compliance with healthcare regulations and internal policies while adapting to evolving procedures and systems
Maintain a customer-centric approach, fostering trust and satisfaction through proactive communication and follow-up

Qualifications:Experience:

Minimum of 2 years in a healthcare customer service or helpdesk environment, with demonstrated expertise in insurance and claims processes

Skills:

Advanced oral, written, and interpersonal communication skills
Strong analytical and problem-solving capabilities
Proficiency in CRM systems, healthcare databases, and automated tools
Ability to manage multiple priorities in a dynamic, fast-paced setting
Leadership qualities with a focus on mentoring and team collaboration
High attention to detail and commitment to accuracy

Others:

Proven ability to handle complex functions independently and efficiently
Demonstrated adaptability to diverse customer scenarios and evolving business needs
Willingness to work night shifts and onsite in Taguig

Skills:Healthcare, Customer Service, Call Center, Communication, LeadershipAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

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