Our customer service team are ready to go the extra mile to help you resolve any queries, as team leader, Jero Lara, explains.
“The customer service team provides front-end support for all Healthcode users,” says Jero. “As their first point of contact, it’s important that we have the skills to understand their query and resolve it as efficiently as possible or escalate the issue to the right department when necessary.”
With a background in customer service, Jero has been working for Healthcode for about eighteen months. He currently manages a team of five that responds to more than 300 queries a day. He explains: “In a nutshell we have to understand the technology, the way our stakeholders operate, some basic accounting principles and the billing process. I always think the best way to enrich your knowledge is to work in customer services!”
The team receive queries about a whole range of topics but one of the most common queries concerns problems when registering with PMIs for electronic billing. “Because we provide a facility for e-billing, it is important that we support providers as much as we can,” says Jero. “If possible, we will contact the insurer on their behalf to resolve any issues.”
Occasionally Jero and his colleagues are asked to help with more unusual queries: “Whatever happens, our guiding principle is to have a positive attitude and always do our best. For example, one person called from overseas to ask for help with a medical problem. While this has no relevance to Healthcode, I was able to give them the details for the relevant embassy so they could ask for assistance.”
Most of all, the team is focused on providing an accessible and responsive service. The majority of queries are received via email and all are acknowledged within two hours: “We always explain what we are doing to resolve their query,” Jero reports. “If we are dependent on others, such as the insurer for a response, we will keep them updated on progress.
“When customers call they will almost always speak to one of us, rather than going through automated menu. I’m proud that we are able to provide a personal approach: we don’t have a script to follow and we avoid using technical jargon.”
He adds: “The most satisfying aspect of the job is when users are struggling with something and we can answer them in one or two sentences so everything clicks and they go away happy. After all, that is the reason we are all here.”
You can contact Healthcode’s customer service team in the following ways:
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Via the website at: http://www.healthcode.co.uk/contact-us
By phone on: 01784 263 150