Chat Support Executive

Joulestowatts Business Solutions Pvt. Ltd.; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. is seeking a detail-oriented, customer-focused professional to manage member and provider appeals, grievances, and routine chat support inquiries.

The role involves reviewing cases, resolving issues, maintaining compliant documentation, and ensuring timely resolution per company policies and regulatory requirements. Responsibilities include handling appeals and grievances, responding to chat queries, assisting with service-related inquiries, and

Qualifications

• Experience in customer support or healthcare operations is advantageous.
• Knowledge of HIPAA or regulatory requirements is preferred.

Responsibilities

• Review and resolve member and provider appeals and grievances accurately.
• Handle normal chat support queries and provide timely responses to customers.
• Assist members and providers with queries related to services and case status.
• Ensure all cases are resolved within defined turnaround times (TAT).
• Coordinate with internal departments and providers to collect information and documents.
• Maintain accurate records of customer interactions, case updates and resolutions.

Skills

Customer support

Healthcare operations

Appeals & Grievances

Chat support

Education

Graduate degree

Tools

Case management system

Job description

Job Overview

We are looking for a detail-oriented and customer-focused professional to handle member and provider appeals, grievances, and normal chat support queries. The role involves reviewing cases, resolving customer concerns, maintaining accurate documentation, and ensuring timely resolution in accordance with company policies and regulatory requirements.

Key Responsibilities

• Review, process, and resolve member and provider appeals and grievances accurately.
• Handle normal chat support queries and provide timely, professional responses to customers.
• Assist members and providers with queries related to services, case status, and documentation.
• Ensure all cases are resolved within defined turnaround times (TAT), including expedited appeals.
• Coordinate with internal departments and providers to collect required information and supporting documents.
• Maintain accurate records of customer interactions, case updates, and resolutions in the system.
• Identify complex or sensitive cases and escalation them to the appropriate team.

Preferred Qualifications

• Any graduate or equivalent qualification.
• Experience in customer support, healthcare operations, appeals and grievances, or chat support is an advantage.
• Basic knowledge of healthcare processes, HIPAA, and case management systems is preferred

Role Information

Role Type: Full-time
Work Environment: Healthcare Operations / Customer Support
Shift: Rotational shifts with flexible weekly offs