Job Summary
We are seeking a Customer Support Executive for our US Healthcare Voice Process. The role involves handling inbound and outbound calls from patients, healthcare providers, and insurance representatives, while delivering accurate information and excellent customer service. The ideal candidate should have strong communication skills, empathy, and the ability to work in a fast-paced environment.
Key Responsibilities
- Handle inbound and outbound customer calls related to US healthcare services.
- Assist patients, providers, and insurance companies with inquiries regarding eligibility, benefits, claims, authorizations, appointments, and billing.
- Accurately document customer interactions in CRM or healthcare systems.
- Resolve customer issues efficiently while adhering to quality and compliance standards.
- Escalate complex cases to the appropriate departments when necessary.
- Maintain confidentiality of patient information in accordance with HIPAA guidelines and company policies.
- Meet defined KPIs, including quality, productivity, customer satisfaction, and attendance.
- Stay updated on client processes, healthcare policies, and process changes.
Required Qualifications
- Bachelor's degree or equivalent (preferred).
- 0–3 years of experience in a US Healthcare Voice Process or International BPO Voice Process.
- Freshers with excellent communication skills may also be considered.
- Excellent verbal and written English communication skills.
- Strong listening, problem-solving, and customer service skills.
- Basic computer proficiency and familiarity with MS Office.
- Ability to work in US shifts and rotational schedules.
Preferred Skills
- Experience with US healthcare processes such as:
- Eligibility & Benefits Verification
- Claims Support
- Prior Authorization
- Provider Services
- Patient Support
- Medical Billing (basic knowledge)
- Knowledge of HIPAA compliance.
- Experience using CRM, EMR/EHR, or healthcare support tools is an advantage.
Key Competencies
- Customer-focused approach
- Effective communication
- Active listening
- Attention to detail
- Problem-solving ability
- Time management
- Adaptability
- Team collaboration
Performance Metrics
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Quality Assurance (QA) Score
- Adherence to Schedule
- Productivity Targets
Benefits
- Competitive salary
- Night shift allowance (if applicable)
- Performance incentives
- Health insurance
- Paid leave
- Training and career development opportunities
- Employee engagement programs
Pay: ₹10,404.87 - ₹34,207.59 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Health insurance
- Internet reimbursement
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
