Healthcare Operations (Voice Process)

The Operations Analyst is responsible for supporting day-to-day operational delivery, ensuring accurate

and timely processing, and contributing to service quality, compliance, and client experience. The role

requires strong attention to detail, effective communication, process adherence, and the ability to

analyze operational situations, resolve issues professionally, and support team objectives in a fast paced environment.

Job Description:

• Execute assigned operational processes accurately, consistently, and within defined turnaround

times.

• Review, validate, and process case-related information in line with SOPs, client requirements, and

internal quality standards.

• Communicate effectively with clients, internal stakeholders, management, and team members to

support issue resolution and service delivery.

• Analyze operational situations, identify gaps or exceptions, and respond promptly in a courteous

and professional manner.

• Manage high-volume calls, emails, or workflow queues while maintaining accuracy, productivity, and

customer focus.

• Support escalated issues by coordinating with relevant stakeholders and ensuring timely follow-up

until closure.

• Assist with training, knowledge sharing, and process guidance for new or existing team members as

required.

• Contribute to process documentation, SOP adherence, quality improvement, and operational

efficiency initiatives.

• Perform additional duties and projects assigned to support departmental and organizational

priorities.

Qualifications and Skills

• HSC / Diploma / Graduate in any discipline.
• Minimum 1 year of overall experience in an international BPO, operations, customer service, or

related process environment preferred.

• Strong written and verbal communication skills with the ability to interact professionally with clients,

stakeholders, and internal teams.

• Ability to analyze situations, think critically, and respond quickly and appropriately to operational

issues.

• Good interpersonal skills, team orientation, and willingness to receive feedback, coaching, and

training.

• Ability to work under pressure, manage time-sensitive work, and handle multiple priorities effectively.
• Tech-savvy with decent computer skills and comfort working with workflow tools, email, and

standard office applications.

• Typing speed of 20 WPM with approximately 85% accuracy preferred