Process Executive

Job Title: Healthcare Customer Service Associate International Voice Process

Process: US Healthcare
Process Type: International Voice / Operations
Employment Type: Full-Time
Shift: US Shift / Night Shift
Work Mode: Work from Office
Experience: Freshers / Experienced candidates can be considered

Job Summary

For more info call & WhatsApp

Poonam - [phone removed]

We are looking for a confident and customer-focused Healthcare Customer Service Associate to handle international voice interactions for a US healthcare process.

The candidate will be responsible for handling inbound and/or outbound calls from US healthcare members, patients, providers, hospitals, and insurance representatives, resolving queries related to healthcare benefits, eligibility, claims, billing, appointments, and other healthcare-related services.

The role requires excellent English communication, active listening, problem-solving ability, and the ability to work in a high-volume international voice environment.

Key Responsibilities

• Handle inbound and outbound calls from US healthcare customers, members, patients, and providers.
• Resolve queries related to health insurance, eligibility, benefits, claims, billing, and provider information.
• Verify customer/member information and provide accurate information as per process guidelines.
• Research customer concerns using multiple healthcare applications and internal systems.
• Explain healthcare benefits, claim status, coverage details, and required next steps clearly to customers.
• Maintain accurate records of every customer interaction in the CRM/system.
• Escalate complex issues to the appropriate internal department while ensuring proper follow-up.
• Handle customer complaints professionally and work toward First Call Resolution (FCR).
• Maintain professional call etiquette, empathy, active listening, and effective call control.
• Follow defined SOPs, quality guidelines, compliance requirements, and process workflows.
• Strictly maintain confidentiality while handling Protected Health Information (PHI) and follow HIPAA-related requirements.
• Meet defined productivity, quality, attendance, adherence, and customer satisfaction targets.
• Manage multiple applications simultaneously while speaking with customers.
• Complete accurate after-call work (ACW) and documentation within the required timelines.
• Participate in training, coaching, quality feedback sessions, and process updates.

Key Skills Required

• Excellent English verbal communication and pronunciation.
• Strong listening and comprehension skills.
• Good customer service and problem-solving abilities.
• Ability to handle difficult or irate customers professionally.
• Good typing and computer navigation skills.
• Comfortable working on multiple systems/screens simultaneously.
• Ability to work in a high-volume international voice process.
• Good knowledge of MS Office and basic computer applications.
• Strong attention to detail and ability to maintain data accuracy.
• Willingness to work in US/night shifts and Sat/Sun week-offs.

For more info call & WhatsApp

Poonam - [phone removed]