Company Overview and Culture 

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit http://www.exlservice.com.

About EXL Health

We leverage Human Ingenuity and domain expertise to help clients improve outcomes, optimize revenue and maximize profitability across the healthcare ecosystem.  Technology, data and analytics are at the heart of our solutions.  We collaborate closely with clients to transform how care is delivered, managed and paid.  

EXL Health combines deep domain expertise with analytic insights and technology-enabled services to transform how care is delivered, managed, and paid.  Leveraging Human Ingenuity, we collaborate with our clients to solve complex problems and enhance their performance with nimble, scalable solutions.  With data on more than 260 million lives, we work with hundreds of organizations across the healthcare ecosystem.   

We help payers improve member care quality and network performance, manage population risk, and optimize revenue while decreasing administrative waste and reducing health claim expenditures. We help Pharmacy Benefit Managers (PBMs) manage member drug benefits and reduce drug spending while maintaining quality. We help provider organizations proactively manage risk, improve outcomes, and optimize network performance. We provide Life Sciences companies with enriched data, insights through advanced analytics and data visualization tools to get the right treatment to the right patient at the right time.

EXL is looking for a Remote Bilingual Customer Service Rep in the USA.

Responsibilities

• Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls  in a timely manner
• Update policy information in administrative and workflow systems to process requests.
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
• Effectively and efficiently communicate with customers
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Build positive relationships with operations team members
• Adherence to schedule and excellent time management skills
• Provide suggestions for improvement of current processes to management

Qualifications

• High school diploma
• PC/ Technological skills - Solid Windows based and mainframe experience, Microsoft Office Experience
• Scheduled hours may range from 8am-8pm Eastern daily
• Strong phone and verbal communication skills along with active listening
• Excellent communication skills
• Ability and willingness to learn
• Attention to Detail and Organization

Preferred Qualifications:

• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
• Demonstrated decision making skills
• Flexible/Open to change - ability to adapt positively to changing business needs
• Focus on results - Proven ability to set and meet aggressive goals
• College degree or equivalent work experience
• Previous call center experience a plus