Customer Service Representative

About the Position

Serve as a specialist in customer service for the healthcare provider domain, resolving complex inquiries from patients and provider staff through remote channels. Use deep process knowledge and empathy to deliver consistent high-quality support that improves care experiences. Collaborate virtually with cross-functional teams to enhance service workflows and drive measurable satisfaction gains in a work-from-home day shift role.

Responsibilities

• Handle end-to-end resolution of customer service requests from healthcare providers and patients, ensuring accurate information, clear communication, and timely closure of each case in a work-from-home setting.
• Manage daily queues of provider inquiries related to eligibility, benefits, authorizations, and claim status, prioritizing cases based on urgency and potential impact on patient care.
• Respond to customers through phone, chat, and email channels with a calm and professional tone, capturing detailed interaction notes to support traceability and continuous improvement.
• Analyze patterns in recurring provider issues, document root causes in internal tools, and propose changes to knowledge articles or processes that reduce repeat contacts.
• Coordinate with internal clinical operations and billing teams to obtain clarifications on complex cases, then translate outcomes into clear, non-technical language for customers.
• Use customer service platforms and case management systems to log interactions, update status, and maintain accurate records that support audit readiness and regulatory expectations.
• Apply healthcare provider domain understanding to validate information shared by customers, identify discrepancies, and guide them through the correct steps to resolve their concerns.
• Adhere strictly to company policies, privacy rules, and healthcare regulations while handling sensitive data, minimizing risk, and protecting customer trust at all times.
• Monitor individual performance metrics such as first contact resolution, handle time, quality scores, and customer satisfaction, and adjust personal work approach to meet or exceed defined targets.
• Partner with team members and support functions through virtual collaboration tools to share insights, calibrate service standards, and keep current on process updates relevant to the provider domain.
• Assist in testing and providing feedback on new or updated customer service tools, scripts, and workflows to ensure they are intuitive, accurate, and aligned with real-world scenarios.
• Contribute to knowledge base maintenance by suggesting new articles, correcting outdated content, and adding clear stepwise guidance that empowers faster resolution for future contacts.
• Support the company mission by transforming every interaction into an opportunity to reduce administrative friction for providers, indirectly enabling better focus on patient health outcomes.

Requirements

• Flexibility to work on weekends and rotative schedules.
• Proven experience of at least three years in customer service roles where direct interaction with healthcare providers or similar stakeholders was a core responsibility (only voice experience, no back-office).
• Solid familiarity with provider domain topics such as eligibility verification, benefits explanation, claim inquiries, and authorization processes gained through prior work experience.
• Strong verbal and written communication abilities that enable confident handling of difficult conversations while maintaining empathy and professionalism.
• Comfort with using multiple digital systems in parallel, including customer relationship tools, ticketing platforms, and office productivity applications in a remote environment.
• Track record of meeting or exceeding customer service performance indicators, including quality scores, response timelines, and satisfaction measures.
• Good problem-solving and analytical thinking skills that support investigation of incomplete information and formulation of clear next steps for customers.
• Value diversity, inclusion, and ethical behavior, treating all customers with respect and demonstrating high integrity in every interaction.

We Offer

• Remote work opportunities
• Competitive compensation
• Professional development opportunities

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enable us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, provincial, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.