BPO Customer Care Associate - Insurance Benefits and Eligibility

Handle routine customer questions and issues related to insurance benefits and eligibility, escalating complex or unexpected cases to higher-level employees. Ensure accurate, timely completion of transactions to meet client SLAs, resolve nonstandard pending transaction issues, and support SOP/process transitions. Take escalated calls from providers and callers and contribute to tactical plans to achieve project milestones, interacting regularly with customers and first-line management.