Sr Analyst (US voice process)

Job Description

Job Title: Analyst - International Healthcare Voice Process

Key Responsibilities:

- Handle inbound and outbound calls related to healthcare services

- Provide excellent customer service by addressing queries, concerns, and complaints in a professional manner.

- Accurately document all call interactions in the internal CRM systems.

- Ensure compliance with HIPAA and company policies regarding patient confidentiality.

- Collaborate with internal departments to resolve issues promptly.

- Meet defined metrics such as call quality, average handling time (AHT), and first call resolution (FCR).

- Follow up on unresolved issues and ensure timely closure. Qualifications

Qualifications

Required Skills and Qualifications:

- 2-4 years of experience in international voice process, preferably in the US healthcare domain.

- Strong knowledge of US healthcare processes, including insurance, billing, claims, and medical terminology.

- Excellent English communication skills - both verbal and written.

- Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena, or similar).

- Ability to work in night shifts (US hours) and from office premises.

- Good problem-solving ability, patience, and empathy while dealing with patients or clients.

- Must be a team player and possess strong interpersonal skills.

- Good to have experience in Spanish

- Experience with the Spanish language is a plus.

Shift Timings: US Shifts (Night Shift)