Healthcare

Sutherland; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Sutherland is seeking a compassionate Healthcare Customer Support professional to join our Hyderabad team. You will be the primary contact for patients and partners, handling inquiries across phone, email, and chat with confidentiality and professionalism in the healthcare space.

Responsibilities include troubleshooting, documenting interactions, escalating complex issues, and upholding HIPAA standards while delivering outstanding customer care and service improvement.

Qualifications

• Excellent verbal and written communication in English.
• Empathy and ability to connect with customers in challenging situations.
• Demonstrated problem-solving skills and critical thinking.
• Proficiency with CRM software and Microsoft Office applications.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Knowledge of healthcare terminology (preferred).
• HIPAA compliance awareness (preferred).
• Ability to stay calm and professional with difficult interactions.

Responsibilities

• Respond to inquiries via phone, email, and chat with empathy and professionalism.
• Troubleshoot technical issues and guide customers through resolution.
• Document all interactions and maintain records per healthcare regulations.
• Elevate complex issues to appropriate teams and keep customers informed.
• Provide product/service information so customers understand healthcare solutions.
• Maintain patient confidentiality and discretion at all times.
• Collaborate with internal teams to improve customer experience.
• Follow up with customers to ensure satisfaction and gather feedback.
• Manage multiple requests simultaneously while maintaining quality.
• Adhere to company policies and healthcare compliance standards.

Skills

English fluency

Empathy

Problem solving

CRM proficiency

MS Office

multitasking

Detail oriented

HIPAA knowledge

Healthcare terminology

Professionalism

Tools

CRM software

Microsoft Office

Job description

Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description

We are seeking a compassionate and detail-oriented Healthcare Customer Support professional to join our growing team in Hyderabad, India. In this role, you will serve as a vital point of contact for our patients and healthcare partners, providing exceptional support while maintaining the highest standards of professionalism and confidentiality. You will handle inquiries, resolve issues, and ensure every interaction reflects our commitment to outstanding customer care in the healthcare industry.

• Respond to customer inquiries via phone, email, and chat with empathy and professionalism, addressing healthcare-related questions and concerns
• Troubleshoot technical issues and guide customers through problem resolution in a clear and supportive manner
• Document all customer interactions accurately and maintain detailed records in compliance with healthcare regulations
• Identify and elevate complex issues to appropriate departments while keeping customers informed throughout the process
• Provide product and service information to customers, ensuring they understand healthcare solutions and features
• Handle sensitive patient information with discretion and maintain strict confidentiality standards
• Collaborate with internal teams to improve customer experience and resolve systemic issues
• Follow up with customers to ensure satisfaction and gather feedback for continuous improvement
• Manage multiple customer requests simultaneously while maintaining quality and attention to detail
• Adhere to company policies, healthcare compliance requirements, and quality assurance standards

Qualifications

• Excellent verbal and written communication skills in English
• Strong empathy and ability to connect with customers during challenging situations
• Demonstrated problem-solving skills and ability to think critically
• Proficiency with customer relationship management (CRM) software and Microsoft Office applications
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong organizational skills and attention to detail
• Knowledge of healthcare terminology and systems (preferred)
• Familiarity with HIPAA compliance and patient confidentiality requirements (preferred)
• Ability to remain calm and professional when handling difficult customer interactions
• Willingness to learn and adapt to new tools and processes
• Reliable attendance and commitment to meeting performance standards

Additional Information

All your information will be kept confidential according to EEO guidelines.