CCA 1 - Inbound / Outbound / Chat and Email Support - 22.01

BASIC FUNCTIONS:

• Handles multiple accounts
• Answers patients concerns
• Enrolling Patients in the program
• Answering Viber inquiry and sending acknowledgements.
• Managing Emails.
• Answering Telefax and encoding receipts.
• Confirms and verifies patient information.
• Answers patients inquiries
• Provides general information to the patients.

KEY RESULT AREAS:

• QA Score
• AHT
• Queue Completion
• Behavior
• Attendance

COMPETENCIES NEEDED:

• Excellent in oral and written communication skills
• Ability to multitask
• Ability to learn and understand different processes required for each account.
• Can manage Target AHT without compromising quality.

QUALIFICATIONS:

• Degree Holder or with at least 2 years of college
• 6 mos. 1 year BPO experience
• Good probing skills
• Good comprehension
• Has very good oral and written communication skills
• With customer service experience
• With Medical Background history
• Good attention to details
• Good thought process
• No attendance issues if ex-agent
• Computer literate
• If ex-agent, good attendance record is a must