Customer Service Agent – US Healthcare Insurance Account

A contract customer service role on a UnitedHealthcare insurance account at ibex in Cairo, handling member questions about coverage, claims, benefits and provider networks by phone, email and chat. The work is on-site in Cairo and requires HIPAA-compliant handling of member information plus 1+ year of call center experience.

• Guide members on provider networks, referrals and pre-authorizations
• Troubleshoot billing, payment and coverage issues
• Handle sensitive member information in line with HIPAA
• Work with internal departments on complex member concerns
• Record customer interactions and resolutions in CRM systems
• Meet metrics for response time, resolution rate and satisfaction
• Keep up to date on UnitedHealthcare policies and state regulations

• High school diploma minimum
• 1+ year customer service experience in a call center
• Customer service experience, preferably healthcare or insurance
• Strong verbal and written communication skills
• Ability to handle high call, chat and email volumes
• Proficiency with CRM and customer support applications
• Ability to work flexible shifts, including weekends and holidays

ibex is a global provider of customer engagement, digital marketing and CX technology solutions. Its Cairo operation hires agents for US healthcare insurance and French/English premium brand accounts.