Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Service Representative
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.
- A consistent 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
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning, and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high-caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents-from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About the Company
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns, and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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.
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.
Your Path to Cognizant
Wondering what to expect after you apply? Here’s a peek at our recruitment process-and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.
Step 1: Application
Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.
Step 2: Recruiter Call
If one of our recruiters sees a fit, they’ll set up a short introductory call to learn more about you and how your experiences and skills align with the role.
Step 3: Interview(s)
If you and our team would like to continue the process, you’ll meet with one of our hiring managers. Some roles may also require technical assessments and/or client interviews.
Step 4: Final Decision
Our hiring team will then review each candidate’s potential to succeed in the role. This process may take some time because we want to get it right-but you can count on us to keep you updated.
Benefits that Help You Thrive and Grow
Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people-so they can enjoy a fulfilling, balanced, and healthy life.
Financial Wellbeing
We regularly review market data to ensure compensation is competitive and reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, discount programs, etc.
Physical and Mental Wellbeing
We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program, and more.
Your Career, Your Way
With 90% of our associates building skills through GenAI training, job shadowing, industry certifications, and more, you have everything you need to build a full career.
Real-World Impact
Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.
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