Non Voice

Role: Program Specialist Non-Voice Process
Industry: US Healthcare
Location: Bengaluru, Karnataka – 560001
Employment Type: 6-Month Fixed-Term Contract
Work Model: Work From Home for the initial few months, followed by Work From Office as per business requirements
Shift Timings:

• 12:00 PM – 9:00 PM, or
• 2:00 PM – 11:00 PM

Transportation: Cab facility provided as per company policy
Night Shift Allowance: No additional night shift allowance

About the Role

The Program Specialist will provide operational and reimbursement support for healthcare programs, including patient assistance programs, reimbursement support, case management, safety surveillance, compliance programs, and other patient-support services.

The role focuses on identifying and resolving barriers that may prevent patients or healthcare providers from accessing prescribed therapies. The candidate should be proactive, detail-oriented, comfortable handling sensitive healthcare information, and capable of managing multiple tasks while maintaining a high level of accuracy.

Key Responsibilities

• Respond quickly and accurately to incoming faxes and determine the appropriate action.
• Document fax information in the relevant tracking systems and handle or escalate cases according to established procedures.
• Process patient applications and determine eligibility according to program guidelines.
• Maintain accurate patient enrollment, verification, and patient-care records.
• Perform insurance verification to confirm whether prescribed medications are covered under the patient’s insurance plan.
• Conduct periodic reverification of patient eligibility and update records accordingly.
• Manage follow-ups and respond to enquiries from patients and/or healthcare providers when required.
• Coordinate prescription orders and transfers to specialty pharmacies based on urgency.
• Maintain knowledge of insurance options available to patients and provide appropriate information when required.
• Perform accurate data entry and update patient information in tracking systems.
• Handle sensitive US healthcare data with a high degree of accuracy and confidentiality.
• Follow established SOPs, HIPAA guidelines, and program procedures strictly.
• Maintain professional, clear, concise, and grammatically correct written and verbal communication.
• Complete assigned work within deadlines while maintaining quality and accuracy.
• Perform other responsibilities as assigned.

Minimum Requirements

Experience

• Ideally 2+ years of prior customer service, customer-facing, volunteering, or related experience.
• Prior US Healthcare industry experience is mandatory.
• Experience handling sensitive healthcare information with a high degree of accuracy.
• Familiarity with HIPAA guidelines is required.
• Understanding of healthcare reimbursement, insurance verification, patient enrollment, eligibility, and patient-care processes is preferred.
• Candidate should demonstrate strong problem-solving ability, initiative, and willingness to learn.

Education

• Bachelor’s Degree or Master’s Degree from a regular college/university.
• Candidates should have all required educational documents available.

Required Skills

The ideal candidate should:

• Be proficient in written and verbal English.
• Be comfortable navigating multiple computer applications simultaneously.
• Have strong attention to detail and data accuracy.
• Be able to manage sensitive patient and healthcare information responsibly.
• Have good problem-solving and analytical abilities.
• Meet assigned schedules, productivity requirements, and deadlines.
• Demonstrate accountability and urgency while processing work.
• Work effectively both independently and collaboratively.
• Learn new information quickly and retain process knowledge.
• Handle multiple tasks simultaneously.
• Adapt to changing requirements and ambiguous situations.
• Anticipate the next steps in a process and take appropriate action.
• Be flexible to work from home or from the office depending on business requirements.