What is Sagility Healthcare’s CSR Role

At Sagility Healthcare, “CSR” typically means a Customer Service Representative in the company’s healthcare / business process outsourcing (BPO) operations.

The job involves providing support to clients, patients/members, or providers — depending on the account being handled (e.g. medical plan members, provider inquiries, billing/claims support)

Core Duties & Responsibilities

Depending on the specific team/account, a CSR at Sagility may do some or all of the following:

• Handle inbound and/or outbound calls — responding to customer or provider inquiries about health plans, benefits, eligibility, claims status, authorizations, account status, etc.
• Provide non-voice support too, if required — e.g. email or chat support, depending on business needs.

Serve as liaison between members/patients, providers, health plans, and relevant service centers or functional teams.

• Investigate and resolve escalations, issues, or complaints, using available resources (policies, procedures, knowledge articles). If a solution isn’t clearly documented, exercise good judgment to find the correct solution or escalate when needed.
• Provide accurate information about health-plan benefits, eligibility, claims, or other account information — helping customers understand their plan and make best use of services.
• Follow up and communicate proactively — updating customers or providers about the status of their inquiries, problems, or requests.
• Maintain professionalism, empathy, and good communication skills — especially because healthcare accounts often involve sensitive or complex matters.
• Use internal systems/applications — be familiar with the company’s software and processes for account management, claims, authorizations, etc.
• Adapt to changing business processes, policies, or client requirements — flexibility and ability to work in a fast-paced environment

Requirements

• COLLEGE GRADUATE WITH OR WITHOUT BPO EXPERIENCE
• 2 YEARS COLLEGE GRADUATE / UNDERGRADUATE WITH 6 MONTHS WORK EXPERIENCE
• SENIOR HIGH SCHOOL GRADUATE WITH 1 YEAR BPO EXPERIENCE
• Good Communication Skills