Voice Process Executive

Role & responsibilities

• Handle high-volume inbound calls from patients, healthcare providers, and pharmacies.
• Assist with patient access programs, benefits verification, prior authorization, and pharmacy support.
• Explain healthcare, insurance, and reimbursement processes in a simple and clear manner.
• Build strong relationships through professional, empathetic, and patient-focused communication.
• Research and resolve patient and provider inquiries using multiple systems and tools.
• Accurately document all interactions while following compliance and quality standards.
• Manage call metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and quality scores.
• Support patients who may be frustrated, anxious, or vulnerable with empathy and professionalism.
• Coordinate with pharmacies, payers, and healthcare providers to ensure smooth therapy access.

Required Skills & Experience

• Minimum 2 years of experience in an international contact center or inbound voice process.
• Mandatory experience in US Healthcare (Patient Access, HUB, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP).
• Strong verbal and written English communication skills.
• Ability to multitask across multiple systems while on calls.
• Strong problem-solving, listening, and analytical skills.
• Experience working in a regulated environment with strict documentation and compliance requirements.