Healthcare Customer Support Professional

Sutherland; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

Sutherland in Hyderabad, India is seeking a compassionate Healthcare Customer Support professional to join our growing team. You will be the primary contact for patients and healthcare partners, delivering timely, accurate information and resolving inquiries with discretion and professionalism.

You will handle inquiries by phone, email, and chat, troubleshoot technical issues, document interactions under HIPAA-compliant standards, escalate complex cases, and collaborate with internal teams to

Qualifications

• Experience in customer service, preferably in healthcare.
• Excellent verbal and written communication in English.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with empathy and professionalism.
• Troubleshoot technical issues and guide customers through resolution.
• Document all interactions in compliance with healthcare regulations and maintain records.
• Escalate complex issues to appropriate departments while keeping customers informed.
• Provide information about healthcare products and services and ensure customers understand solutions.

Skills

Empathy

Verbal and written English

Problem solving

Multitasking

Healthcare terminology

Tools

CRM software

Microsoft Office

Job description

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 escalation 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

• Proven customer service experience, preferably in the healthcare or medical industry
• 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