Customer Service Representative
I
ImagenetHealthcare technology
Source API remote eligibility restrictions: PhilippinesFull-TimeJunior
SalaryUp to Php 35,000/monthly
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Job Details
- Experience
- Minimum of 1 year experience in customer service, technical support, help desk, or healthcare support.
- Required Skills
- SalesforceCustomer serviceTroubleshootingTechnical support
Requirements
- Have at least 1 year of experience in customer service, technical support, help desk, or healthcare support.
- Handle inbound and outbound customer interactions by phone, email, and chat.
- Troubleshoot basic software, system, and connectivity issues.
- Document customer interactions accurately and professionally.
- Manage multiple cases in a fast-paced environment.
- Demonstrate problem-solving and critical-thinking skills.
- For remote work, have a primary internet connection of at least 50 Mbps and a reliable backup connection.
- Be able to connect directly to the modem and maintain a quiet, dedicated work area.
- Provide an internet speed test during the initial interview.
- Preferred: experience supporting dental software or healthcare technology platforms.
- Preferred: knowledge of dental insurance claims processing, EDI, electronic claims submission, eligibility verification, ERA, EFT, and claim status inquiries.
- Preferred: familiarity with Dentrix, Eaglesoft, Open Dental, PracticeWorks, Salesforce, ServiceNow, or Zendesk.
Responsibilities
- Serve as the primary support channel for product users by phone, email, and chat.
- Capture, log, and categorize client concerns, issues, and requests in Salesforce.
- Troubleshoot and resolve common login, navigation, system-functionality, and product questions.
- Support inquiries involving claims, eligibility verification, patient statements, payment services, ERA setup, enrollment, and credentialing.
- Escalate complex or unresolved issues to Tier 2 or specialized teams with complete documentation and context.
- Guide clients through basic system processes, best practices, features, updates, and self-service options.
- Refer clients to current product documentation and resources.
- Adhere to response and resolution SLAs, collect feedback, and identify recurring issues.
- Collaborate with Tier 2 support, engineering, and product teams, and share front-line insights in support huddles.
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