International Voice (US Insurance)

Role & responsibilities

About The Job:

The Benefits Support Specialist - L1T / L2 independently manages benefit administration activities, including provider outreach, claim support processes, documentation review, and workflow management in US insurance. This role handles more complex scenarios, supports process improvement efforts, and serves as a resource for less experienced team members.

Essential Job Functions:

• Process complex benefit administration on activities with minimal supervision
• Review claim documentation and determine appropriate next steps
• Contact providers and other stakeholders to obtain required information
• Manage follow-up activities and resolve outstanding requests
• Ensure compliance with quality, productivity, and service-level standards
• Identify and resolve processing exceptions
• Maintain accurate and complete documentation
• Support multiple product lines and workflows
• Assist with training, coaching, and knowledge sharing
• Escalate issues or exception to leadership when needed
• Recommend process improvements and efficiency opportunities.

Preferred candidate profile

• Graduate in any discipline or equivalent work experience
• Experience in contact center operations within disability, leave administration, insurance, claims processing, healthcare operations domain including voice experience.
• Experience working with productivity and quality performance metrics
• Experience handling provider outreach or benefit-related support activities
• Communication: B2 (Excellent Communication)
• UG is mandatory
• Immediate joiner
• Process: Voice (US Insurance)
• Communication: B2 (Excellent Communication)
• Flexible to work under Rotational Shift - US Rotational Night Shifts
• Work Mode: Work from Office
• Location: Kochi.