The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.
The CSS will be the primary contact for customers using the client’s website shopping channel.
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Handles enquiries and complaints from customers and agents across the full spectrum of medical insurance operations, including underwriting, prior authorization (PA) approvals, Letters of Guarantee (LOG), medical service booking and advisory, claims, and inpatient/outpatient arrangements
Manages complex cases and complaint calls escalated from the team, ensuring effective resolution
Follows through with agents and customers on servicing issues to ensure timely resolution and customer satisfaction
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