HEALTHCARE ACCOUNT IN CALL CENTERS: SALARY, TASKS, PROS, CONS, TIPS TO SURVIVE & MORE! 💯

in the two previous videos that I uploaded I talked about retail account and Telecommunications account today let's talk about Healthcare account same thing I'll talk about what Healthcare account is what is the average salary of a call center agent working in a healthc care account what are the BPO companies that offer Healthcare account we'll also talk about the different call drivers that you make encounter in this account as well as the types of customers I'll also give you tips and techniques on how you can survive this account and at the same time share with you some pros and cons of working in this industry so if you're interested with that just keep on watching and let's [Music] begin first let's talk about the BP companies that are offer Health Care accounts we have opum Carolin Global Solutions Omega Healthcare genack cility we also have ntbp ever rice delus infinix Healthcare and conduent if you apply to any of these companies you'll have a huge chance that the account you'll be handling is a healthcare account if you know other BP companies which offers Healthcare account other than the ones I already mentioned please share it in the comment section below so other applicants can also apply to those companies too thank you now let's talk about the top Healthcare companies or health care providers in the USA we have United Health Group Signa Ane Incorporated human Anna Mel and health we also have opum RX centin Corporation Maximus and Conifer Health Solutions these are just some of the many healthcare companies in the USA once you became a healthcare agent you should be working to one of these healthc care companies through the help of the BPO company you'll be in for those newbies I'll give you an overview of what is Healthcare All About and also you can say hi I'm a newbie in the comment section so I know healthcare companies like siga and Telos RX connect with BPO providers like genpact and sigil to Outsource people from different parts of the world including the Philippines BP providers are the ones who hire and train these people after the training is over Healthcare agents will then proceed to nesting and then will take in live calls from patients or customers afterwards common tasks include answering increase claims assistance insurance policy information Insurance enrollment assistance order processing billing and payments among others to those of you who are curious let's talk about the salary range and benefits of a healthcare agent the basic salary range are typically between 16,000 pesos to 36,500 pesos this varies for company to company and it depends on certain locations if you're living in an urban area the offer is slightly higher as compared to when you live in rural areas if you're a newbie your salary is a slightly different from those who are tenured already although their BPO companies that offer the same amount of compensation regardless of whether you're a newbie or aor word agent other benefits may include life insurance Us holiday off 10% to 20% night differential allowance monthly or quarterly incentives HMO coverage fixed weekend off annual appraisal there are signing bonuses sometimes rise allowance and holiday pay please take note that these benefits vary per company so please do your own research about the benefits of offered in a company you'll be applying now let's talk about the common tasks of a healthc care agent and I'll also perform a mock call for you all so let's start with number one customer inquiry resolution this includes addressing customer inquiries related to health insurance coverage benefits and policy details this involves providing accurate and clear information to assist customers in understanding their plans thank you for calling through life insurance my name is naumi how may I assist you today hi I have a question about my coverage I recently visited a specialist and I'm not sure if it's covered under my plan of course I'd be happy to help you with that may I have your name and policy number please sure it's Juliet Romero and my policy number is 867 542 thank you J yet let me pull up your information while I'm doing that may ask which specialist you visited and the date of your visit I went to Dr Richard Smith the dermatologist last week November 7 20123 great thank you for providing that information now let me check your coverage for visits to a dermatologist please bear with me for a moment thank you for your patience J I reviewed your policy and visits to a dermatologist are covered under your plan you may be responsible for a co-payment and I can provide you with the details additionally if you have any specific questions about the claim for that visit I can assist you in checking the status oh that's good to know what's the co- payment then how can I check the claim status your co- payment for a specialist visit is $30 regarding the claim status I can either provide you with the details now or if you prefer I can guide you and how to check it online what would you prefer please go ahead and tell me the claim status certainly it looks like the claim for your visit to Dr Smith has been processed and it was approved I should receive an explanation of benefits in the mail soon if you have any further questions or need assistance with anything else feel free to ask thank you so much for your help number two is claims processing assistance this involves guiding customers through the process of filing insurance claims explaining the status of existing claims and assisting with any issues or questions regarding claims thank you for calling XYZ claims assistance my name is Naomi how may I help you today hi naumi I'm calling regarding a claim I submitted last week for a car ACD ENT I'm not sure about the status and I wanted to get an update I understand and I'm here to assist you I have your name and your claim number please sure my name is Andrew Smith my claim number is c-123 456 thank you for providing that let me check the status for you looks like your claim is currently under review We aim to process it within 10 business days and I see that today is the seventh day rest assured our team is working diligently to complete the assessment okay that's good to know is there anything I need to provider do to expedite the process I appreciate your proactive Approach at this stage our team is handling the necessary evaluations however if they require any additional information they will reach out to you directly meanwhile you can help by ensuring your contact information is up to date so we can reach you promptly if needed all right I'll make sure my contact details are current is there an estimated time for the final decision well I can't provide an exact time frame our goal is to finalize the review within the next few days you'll receive a notification once the process is complete and we'll also update the status in your online portal sounds good thanks for the information Amy you're welcome if you have any further questions or if there is anything else I can assist you with feel free to to reach out we appreciate your patience and I hope your claim gets resolved to your satisfaction number three is medication or medical equipment order processing this includes helping the customer in placing an order for their medication or medical equipment thank you for calling PR life my name is Nai how many I assist you today hi I need to order a refill for my medication of course I be happy to help you with that can you please provide me with your full name and date of birth for verification sure it's Sandra Miller and my date of birth is November 12th 1963 thank you for verifying could you please tell me the name of the medication you'd like to refill I need a refill for mpro 100 mg great how many days of Supply do you usually receive I usually get the 30day supply perfect and could you confirm the pharmacy you'd like us to send a prescription too I prefer Angel pharmacy located at 623 Diamond Street here in Pennsylvania thank you I'll process the request for you is there anything else I can assist you with today no that's it thank you you're welcome your refill request has been submitted to Angel's Pharmacy please allow one to business days for processing and delivery and if there are any issues we'll contact you if you have any further questions feel free to call us have a great day other tasks include insurance policy guidance assistance enrollment support healthcare provider Network information support billing and payment support customer education documentation and recordkeeping Etc so if you want me to create Sample maos about these tasks as well well please let me know in the comment section below by the way are you learning so far I hope yes comment yes if you do now let's proceed to the types of customers in a healthc care account number one type of customer are concerned or anxious customers so health related matters can evoke concerns or anxiety callers May Express worry about their health coverage or the resolution of specific issues you need to address these concerns empathetically number two type of customer detail oriented customers Healthcare customers often pay close attention to details such as coverage specifics policy terms and claims processes they may also ask specific and detailed questions to ensure a thorough understanding of their benefits and policy third Frost FR rated or upset customers issues with claims billing discrepancies or denials can lead to frustration or upset callers May Express dissatisfaction and you should handle these situations with patience and empathy number four inquisitive customers some customers approach calls with a curiosity to understand their coverage better they may ask a series of questions to gain a comprehensive understanding of their policy and benefits the next type of customer is confused or uncertain customers Health Care terminology and policies can be complex some customers May Express confusion or uncertainty about their coverage and agents should strive to provide clear and easily understandable explanation so this is our job now the sixth type of customer is appreciative customer so customers who receive satisfactory assistance May Express gratitude and appreciation recognizing and acknowledging their positive feedback can contribute to a positive customer experience now let's proceed to the frost of working in a healthcare account what are the advantages of working here advantage number one is the job stability the healthcare industry is generally stable and the demand for customer service in healthcare accounts remains consistent and of course this provides job security for call center agents like you number two healthc care benefits so it depends on the employer for sure but call center agents in healthcare accounts may have access to health insurance um which contributes to their well-being number three industry experience so working in healthcare account allows agents like you to gain valuable industry experience including knowledge of healthcare insurance medical terminology and understanding of healthcare processes which they can also use in their day-to-day living now another benefit is the skills development so agents like you can develop strong communication skills and empathy problem solving abilities and attention to detail so these are transferable skills that can be valuable in various professional contexts next we have shift flexibility so some healthc care call centers offer shift flexibility some of them offer fixed day off as well number six is exposure to diverse situations Healthcare accounts exposed cause and agents like you to a wide range of customer situations which allows you to handle diverse increase and enhance your adaptability and versatility or flexibility now here are the cons of working in a healthare account advantages disadvantages number one is dealing with sensitive and upsetting scenarios so agents like you may encounter customers in distress due to Health crisis billing issues or claim denial so handling emotional or upset customers can be emotionally draining on your part now second uh con is high call volume so Healthcare call centers often experience High call volumes leading to increase pressures on agents like you to handle a large number of phone calls on a daily basis next is limited control over policies so agents like you may find yourself in a position where you need to convey policies or decisions made by the healthcare provider or insurance company even if you disagree with those policies yourself number six is the risk of burnout so call emotional stress so that can let you be stressed out yourselves so allow me to give you tips to survive in healthcare account number one that you need to do is a must you need to take good care of yourself take breaks when needed practice stress relief techniques and most of all prioritize selfcare sorry okay so manage your time effectively you need to devel velop strong time management skills to handle the high call volume efficiently you need to prioritize tasks and manage your workload to meet performance metrics without sacrificing quality and next is you need to stay Cal Under Pressure so healthcare related increase can be emotional and stressful you need to develop strategies to stay Cal and compose during challenging interactions take a deep breath and focus on problem solving and that's it I hope that you've learned something from this video if yes please make sure to like this video you can also subscribe to my channel if you haven't already also if you have comments or thoughts regarding this topic please share that in the comment section below because I'll make sure to reply to each of those if you have video suggestions I would appreciate it and I'll see you again next time [Music] bye

Channel: Nayumi Cee

Views: 2,979

Keywords: Healthcare Account, Healthcare companies, healthcare Account salary, healthcare account pros, healthcare account perks, healthcare account tasks, healthcare industry, how to survive Healthcare Account, Optum, Carelon Global Solutions, Omega healthcare, Genpact, sagility, NTT BPO, everise, infinx, united health group, Cigna healthcare, Magellan healthcare, Centene Corporation, conifer health solutions, nayumi Cee, kwestyon, Kuya Rene boy, rea ninja

Id: fK1boOQTbqE

Length: 17min 57sec (1077 seconds)

Published: Mon Nov 13 2023