PRODUCTION AGENT L1

Production Agent L1

Role Purpose: The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements

Qualifications Required: Minimum of a High School Diploma / GED 1+ years of professional experience in an office or healthcare environment Prior customer service experience making outbound calls Prior Work from home experience Proficiency in using a computer Experience working with Microsoft Office Products including Microsoft Outlook, Microsoft Word, and Microsoft Excel Ability to work an eight (8) hour shift Sunday-Saturday between 7am-7pm; Tuesday-Saturday or Sunday-Thursday shifts may be available Flexibility to work outside standard hours of operations due to changing business needs Ability to trouble shoot and setup computer equipment independently Previous experience working with back office medical platforms and/or authorizations systems Experience working within the Healthcare Industry, Hospital, Physician's Office, or Medical Clinical setting, *Medical Terminology, ICD-10 and CPT codes, Medicare and/or Medicaid Services Professional experience in a Clerical or Administrative support related role Able to quickly learn various computer systems or applications

Soft Skills: Strong communication skills; Written and verbal Candidate needs to be highly organized Analytical, problem solving and decision-making skills; Team oriented

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self-Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Claims_Processing The expected compensation for this role ranges from $25,000 to $50,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.